Membership Experience Lead

Fortnum & Mason plc; Greater London; On-site; GBP 85,000 - 110,000; Full time

Job summary

Fortnum & Mason plc is seeking a Membership Experience Manager to improve end-to-end journeys across Online, Email, Retail and Hospitality for Friends of Fortnum’s. You will translate insights into optimised processes, define a clear roadmap and collaborate with Membership, Technology and Customer Service to grow the membership base while preserving an elevated experience for Members.

The role focuses on reducing friction, implementing Membership SLAs, enhancing in-store training and member

Qualifications

• Experience in customer journey mapping/customer experience initiatives/UX/technology projects or experience of collating and analysing data to design customer outcomes.
• Strong Project Management skills with the ability to manage complex projects and deliver actions according to clear timelines and milestones.
• Expertise in requirement documenting, and validating business requirements for Digital Transformation/Technical projects.
• Stakeholder and relationship management skills, tactful diplomat, assists in the facilitation of team and client meetings, workshops and a team player working across multiple virtual teams.
• Working with ambiguity and sourcing innovative and creative solutions, with limited resource and budget.
• Equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Responsibilities

• Analyse customer issues to identify trends and identify root causes of issues
• Implement structured processes with Customer Service and Technology teams to improve issue resolution for Members
• Introduce business wide SLAs for Membership issue resolutions across core channels/teams
• Support reduction in contact volumes and improvement in retention and SLAs
• Translate insights into digital and technical improvement requirements, working closely with UX and Membership to inform plans
• Partner with Digital Transformation on roadmap, prioritisation, and rollout of improvements, taking a particular lead in testing and roll-out
• Inform improvements to membership benefits, communications, and proposition
• Lead member insight roadmap (surveys, feedback, continuous improvement)
• Work with Retail & Hospitality to enhance in-store experience and training

Skills

Customer journey mapping

Project management

Requirements documentation

Stakeholder management

Ambiguity handling

Cross-functional collaboration

Tools

JIRA

Miro

Job description

Fortnum & Mason plc is seeking a Membership Experience Manager to improve end-to-end journeys across Online, Email, Retail and Hospitality for Friends of Fortnum’s. You will translate insights into optimised processes, define a clear roadmap and collaborate with Membership, Technology and Customer Service to grow the membership base while preserving an elevated experience for Members.

The role focuses on reducing friction, implementing Membership SLAs, enhancing in-store training and member