Membership & CRM Growth Lead

Fortnum & Mason; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Fortnum & Mason in London is seeking an ambitious Customer Engagement professional to shape the Membership programme and CRM roadmap. You will own strategic development, driving engagement, personalisation and value across stores, restaurants, events and digital channels.

You’ll collaborate with marketing, data and design teams to design cross-channel journeys, measure loyalty metrics and continually optimise the member experience to grow lifetime value.

Qualifications

• Significant experience in consumer marketing, loyalty, CRM or customer engagement.
• Ability to design and implement cross-channel customer journeys across CRM/loyalty.
• Strong strategic thinking and communication skills.

Responsibilities

• Support and deliver the CRM strategy for the Membership programme.
• Drive growth and engagement across physical and digital channels.
• Design and implement customer journeys and journeys that delight members.
• Analyse loyalty metrics and optimise the member experience.

Skills

CRM strategy

Membership programmes

Customer engagement

Cross-channel marketing

Data-driven decision making

Job description

Fortnum & Mason in London is seeking an ambitious Customer Engagement professional to shape the Membership programme and CRM roadmap. You will own strategic development, driving engagement, personalisation and value across stores, restaurants, events and digital channels.

You’ll collaborate with marketing, data and design teams to design cross-channel journeys, measure loyalty metrics and continually optimise the member experience to grow lifetime value.