Customer Engagement Manager

Fortnum & Mason plc; Greater London; On-site; GBP 65,000 - 85,000; Full time

Job summary

Fortnum & Mason plc is seeking a senior professional to own the Customer Engagement strategy for our Membership programme and CRM roadmap. You will drive growth, engagement, and lifetime value across Shops, Restaurants, Events and digital channels, working with the wider team to deliver best-in-class membership experiences.

This role requires strategic thinking, strong communication, and leadership to guide cross-functional teams and agencies while delivering measurable improvements to customer

Qualifications

• Significant experience in consumer marketing, loyalty, or CRM.
• Experience designing cross-channel customer journeys across CRM/loyalty/experiences.
• Strong strategic thinking and communication skills.
• Experience developing and leading cross-functional teams and agencies.
• Excellent organisational and project management abilities.

Responsibilities

• Support and deliver the Customer Engagement team’s CRM roadmap.
• Drive engagement and customer lifetime value across all channels (physical and digital).
• Design and implement customer journeys that delight customers and strengthen the relationship with Fortnum & Mason.
• Collaborate with internal teams and external partners to plan mechanics, rewards, and benefits.
• Develop a CRM content calendar and brief creative teams on copy and design.

Skills

CRM strategy

Cross-channel journeys

Customer engagement

Brief writing

Stakeholder management

Project management

Team leadership

Job description

In this role you will be responsible for supporting and delivering on the Customer Engagement team’s overall strategy across our new Membership programme and its CRM roadmap.

Fortnum’s is currently working on plans to better understand and engage all customers (through data and insight, personalisation, CRM etc). Alongside this, we also want to find new ways to engage, acknowledge and reward our most valued customers.

Across Membership you will help drive the strategic direction of the programme, ensuring that it is highly relevant and capable of strengthening relationships with our most engaged customers as well as building stronger relationships with those who have the potential to engage with the brand more frequently.

You will drive growth across the membership base, increase engagement and drive customer lifetime value, increasing frequency and order value across our physical (Shops, Restaurants, Events) and digital channels.

This role is well-suited to an ambitious, proactive and highly organised individual that is looking to take a step-up and really challenge themselves in terms of strategic thinking and responsibilities. We are looking for someone that is comfortable with taking full ownership and working independently on the strategic development, working with the support of the wider Customer Engagement team.

Key accountabilities:

• Membership – Supporting the running of our Membership programme across marketing, content, CRM, Operations and execution of benefits. Partnering with the relevant teams to ensure that Fortnum and Mason delivers a unique, ownable and best in class membership proposition.

• Test and learn – Measuring and optimising the performance of the proposition (including spending time with our customers and acting on their feedback).

• Mechanics and Rewards – Partnering with teams around the business and 3rd parties to curate a set of benefits and offers for the programme.

• Customer Journey planning - Designing and implementing customer journeys which will delight our customers and help them make the most of their relationship with us. Partner with key internal stakeholders to ensure collaboration and strategic alignment with strong customer focus

• Customer communications – Developing a CRM roadmap and content calendar to ensure our members receive relevant information. Briefing our creative teams on copy and design and managing feedback across the relevant stakeholders

• Data capture – Build data capture into every part of the programme, helping us understand how we can continually improve the ways in which we serve our customers and share these insights with teams around the business

• Reporting – Analysing all loyalty metrics with continuous focus on optimisation to improve engagement and customer experience

• KPIs – Total Members, Customer Engagement (usage/redemption), Customer Lifetime Value

Role Specific Criteria (Experience/Behaviours/Technical Ability)

Essential

• Significant relevant professional experience, across any of the following: consumer marketing, loyalty, CRM, Customer Engagement/Experience – if you are passionate about understanding customer behaviours and how to drive outcomes, this is the role for you.

• Experience designing and implementing cross-channel customer journeys across CRM/ loyalty/customer experiences.

• Creative mindset – able to translate strategy into a clear vision for creative execution across key channels such as email and printed collateral

• Strong brief writing skills, working closely with our design and copy teams in the execution of our customer comms

• Strong strategic thinking and communication skills.

• Experience developing and leading cross-functional teams and creative agencies.

• Excellent organisational and project management abilities – able to manage operational day to day execution as well as strategically minded.

Desired

• Technology sector and / or retail marketing experience desired.

• Omni-channel marketing experience desired, with focus on customer marketing and CRM

• Comfortable with writing simple copy and working across design elements to pull together customer comms when required.

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