Digital Project Manager - Customer and Data

Fortnum & Mason plc; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Fortnum & Mason in London is seeking an experienced Project Manager to plan, manage, and deliver approved digital transformation projects spanning Customer Experience Solutions and Data. You will lead complex, multi-stakeholder initiatives, keeping to time, cost and quality constraints.

Your background will include managing strategic and CI initiatives with concurrent delivery demands. You will work to optimise Fortnum’s digital landscape during an exciting phase of growth and transformation.

Qualifications

• Proven 5–10+ years' experience in a project manager role within cross-functional projects.
• Experience delivering digital transformation initiatives in a retail or hospitality context.
• Ability to manage scope, risks and dependencies across multiple workstreams.

Responsibilities

• Be responsible for day-to-day project management of deliverables, ensuring on-time delivery, quality and budget.
• Plan and organise resources (internal and third-party) as appropriate.
• Collaborate with Lead Digital Transformation Managers and delivery teams on interdependencies.
• Build strong relationships with business stakeholders and third-party vendors.
• Understand Fortnum & Mason’s technology landscape and strategy and key processes.
• Deliver projects in line with the Digital Transformation lifecycle and approved methods.
• Support transformational change and ensure solution adoption and benefits realization.
• Coordinate testing and UAT strategies to ensure high-quality outputs.
• Work with IT Service to ensure successful service transition.

Skills

Project management

Cross-functional leadership

Stakeholder management

Retail/hospitality experience

Job description

At Fortnum & Mason we are passionate about the search and provision of extraordinary food, joy-giving things, unforgettable experiences and exceptional service.First founded in London in 1707 after Queen Anne gave her footman, William Fortnum, permission to sell on discarded candles from St James’s Palace, Fortnum’s has been privileged to hold several Royal Warrants and to uphold many traditions, while embracing innovation on a highly entrepreneurial basis, in a bid to not only make every day special, but to stay relevant and true to its extraordinary and highly distinct, imaginative and playful brand.

Role Overivew:

To provide planning, management, and timely delivery of approved digital transformation projects, covering but not limited to, Customer Experience Solutions and Data. With a successful track record in the delivery of Transformation projects, you will be able to command respect with technical teams and stakeholders alike due to your vast experience of successfully implementing projects to time, cost and quality constraints.

Your experience will help to manage the growing demands of this evolving business. The scope of the role will include delivery of both Strategic projects and Continuous Improvement (CI) initiatives, with a level of concurrent delivery expected. This is an exciting role that will be integral to maintaining and optimising the ongoing Fortnum’s digital landscape, during a very exciting time of our historic journey

Responsible for successfully delivering business change projects through both the implementation of new technology platforms or enhancing/leveraging existing tools,.

The role will -

• Be responsible for day-to-day project management of deliverables (strategic projects and continuous improvement items), ensuring successful delivery, on time, to quality and budget.

• Plan and organise resources / people (both internal and third-party suppliers) as appropriate

• Work closely with other Lead Digital Transformation Managers, and delivery teams to understand interdependencies across other projects, highlighting key risks or issues to the Digital Transformation Leadership Team

• Build strong relationships with key business stakeholders and 3rd party vendors

• Understand Fortnum & Mason’s technology landscape and strategy, as well as key business processes

• Deliver projects in line with the F&M Digital Transformation delivery lifecycle, and adopts agreed ways of working

• Support the business through transformational change, helping to ensure solution adoption and benefit realisation

Responsibilities

Planning and Reporting:

• Responsible for the definition of project activities (tasks), dependencies, and critical path

• Ensures ongoing project plan and critical path management, and any deviance to timescales is escalated to the appropriate Lead Digital Transformation Manager with a proposal to mitigate the impact

• Ensure timely and accurate reporting on project status

• Chair weekly project updates with project team, providing the necessary preparation and documentation to ensure that all agreed actions are actively followed up and completed according to the agreed deadlines

• Work within the project team to identify resource capacity, skillsets required and highlight any resource dependencies/risks to the Lead Digital Transformation Manager

Financials:

• Work alongside Commercial Finance and the Technology operations & Delivery Lead/Business Owner to ensure project benefits are clearly defined and tracked where appropriate

• Accountable for managing project budgets and accurate financial reporting against business case (including internal resource spend tracking)

Quality / Scope:

• Facilitate scope capture and sign-off if this is not already documented from the business case

• Ensure project objectives and requirements are adequately documented and that all project deliverables are signed off with the relevant stakeholders

• Management of the project RAID log (Risks, Actions, Issues and Dependencies) and input into the Technology Risk log (as appropriate) via the Technology operations & Delivery Lead. The Project Manager will also be responsible for escalating any risks and issues to relevant Lead Digital Transformation Manager, as deemed appropriate

Manage Deliverables Through the Lifecycle

• Work with the business to ensure all projects have and follow a Testing and UAT Strategy and deliverables are of a high quality

• Work closely with the IT Service team to ensure successful Service transition

• Ensure a robust Communications and Change Plan (to include training, business readiness, adoption tracking) is in place to support the business implementation, partnering with the Change Manager where required (and funding has been included)

Stakeholders, Team and Resourcing

• Work with the Project Sponsors and Business SME’s (Subject Matter Experts) and Champions, to ensure all key business stakeholders are brought into the project/deliverables as appropriate

• Manage third party suppliers, Subject Matter Experts and internal delivery resources

Previous Experience (including qualifications where relevant)

• Proven 5-10+ years' experience of working in a Project Manager role within cross functional projects, preferably within the retail or hospitality sectors.

• Experience of working on multiple projects simultaneously whilst being able to prioritise and complete tasks.

• Experience working with Retail or Hospitality Systems and Platforms.

• Experience of stakeholder management.

• Previous experience in a Retail or Hospitality environment is desired, but not mandatory.

We are committed to developing your career and nurturing your talent, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. We respect and embrace each other's differences to create a truly inclusive environment.

In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Hospitality, Visual Merchandising, Customer Service and Local Community initiatives.