Head of Membership

2 days ago

London, United Kingdom Fortnum and Mason Full time

**Head of Membership**:
**Marketing - Piccadilly**:
**Contract**:Permanent**
**Salary**:Competitive and Benefits***:
Our Head Office department is located in the heart of Piccadilly and occupies the 5th & 6th floor of our beautiful flagship store. This central London location, offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.

**Role purpose**:
In this role you will be responsible for the creation, launch and ongoing management of a brand-new international membership programme for Fortnum and Mason customers

Fortnum’s is currently working on plans to better understand and engage all customers (through data and insight, personalisation, CRM etc). Alongside this, we also want to find new ways to engage, acknowledge and reward our most valued customers as a community of members - to inspire, engage and thrill with new products, experiences and services.

Don’t think ‘loyalty scheme’ in its traditional sense - think of a community that fosters membership, identity and belonging - helping to create true ‘fans’ of the brand. This role will agree the objectives of the scheme and develop a proposition that will help Fortnum’s to deliver on these objectives.

You will drive the strategic direction of this membership programme, ensuring that it is highly relevant and capable of strengthening relationships with our most engaged customers as well as building stronger relationships with those who have the potential to engage with the brand more frequently..

You will drive growth across the membership base, increase engagement and drive customer lifetime value, increasing frequency and order value across our physical (Shops, Restaurants, Events) and digital channels.

You will work closely with other teams in the business who are, in parallel, working on creating a and implementing a consolidated data platform. You will use this information to inform the membership proposition and will find ways to ensure that the membership proposition can help to contribute to this rich data asset,

You will be instrumental in educating and driving awareness of the membership proposition in the business, as well as embedding new ways of working and ensuring collaboration and alignment with key stakeholders.

**Key accountabilities**:

- ** Go to market** - Bringing the membership proposition to market. Partnering with the relevant agency and teams to ensure that Fortnum and Mason creates a unique, ownable and best in class membership proposition.
- ** Test and learn** - Measuring and optimising the performance of the proposition (including spending time with our customers and acting on their feedback).
- ** Mechanics and Rewards** - Partnering with teams around the business and 3rd parties to curate a set of benefits and offers for the programme.
- ** Customer Journey planning** - Designing and implementing customer journeys which will delight our customers and help them make the most of their relationship with us. Partner with

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