Senior Marketing & Loyalty Architect

Fortnum & Mason plc; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Fortnum & Mason plc is seeking a senior leader to cultivate high-value customer and partner relationships across B2C and B2B segments. This role blends luxury relationship management, campaigns, product curation, and events to deepen loyalty and deliver exceptional, personalised experiences reflecting Fortnum’s heritage.

You will own Membership and customer strategy, lead targeted campaigns, design VIP events, and collaborate with CRM, Merchandising and Hospitality to elevate experiences for

Qualifications

• Experience in marketing, campaign management, or trade marketing.
• Strong organisational and multitasking skills.
• Confident communicator across teams and with external partners.
• Good understanding of digital marketing channels, CRM, and analytics.
• Retail or hospitality experience is beneficial.

Responsibilities

• Own the end-to-end B2C VIP and B2B trade relationship strategy and communications.
• Lead campaigns that drive engagement, retention, and cross-category spend.
• Design and deliver exclusive events for high-value customers.
• Collaborate with Merchandising/Product for exclusive items and gifting.
• Analyze customer behavior and present insights to senior leadership.
• Support the Membership strategy and annual marketing calendar.
• Coordinate Wholesale marketing and partner activity across the estate.

Skills

Marketing experience

Campaign management

Trade marketing

Organisation

Communication

Digital marketing

CRM

Analytics

Attention to detail

Retail/Hospitality experience

Tools

CRM

Job description

Fortnum & Mason plc is seeking a senior leader to cultivate high-value customer and partner relationships across B2C and B2B segments. This role blends luxury relationship management, campaigns, product curation, and events to deepen loyalty and deliver exceptional, personalised experiences reflecting Fortnum’s heritage.

You will own Membership and customer strategy, lead targeted campaigns, design VIP events, and collaborate with CRM, Merchandising and Hospitality to elevate experiences for