Membership & CRM Growth Lead

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

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