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Concierge Gifting Account Executive

Customer Services & Concierge - 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:

The Concierge Gifting Account Executive is accountable for in a multidimensional role, combining account management with proactive sales. Offering an exceptional tailor made service to a broad range of high net worth and high profile private and corporate clients.

Role Responsibilities:


  • Manage key accounts including corporate, VIP and private customers
  • Confidence in managing own accounts and building relationships to increase client spend
  • Maintain relations with clients by reaching out with new product information i.e. Easter/Christmas and upcoming events that they might be interested in
  • Meet with clients – maintain relationships, liaise regarding large orders
  • Respond to new client queries, introduce the service and create proposals for client gifts according to their requirements
  • Make proactive sales to new customers through networking events, exhibitions, emails and calls with targeted outcome for new business
  • Place regular and intricate orders for new and existing clients both corporate and private
  • Processing returns and replacements
  • Offer the highest level of service to customers
  • Lead a team at Christmas to achieve department sales target - responsibilities include overseeing daily tasks, monitoring performance and resolving escalations, ensuring the highest levels of customer service are met by all team members

People & Collaboration

  • Liaise with buyers, merchandisers and logistics teams to accommodate orders from having stock of the product, to delivering with the client

Role Specific Criteria:


  • Excellent interpersonal and communication skills
  • Strong customer service focus
  • Planning and organisation skills
  • High level of computer literacy
  • Understanding the premium retail market place
  • Previous sales experience
  • Previous experience of managing customers/ clients
  • A passion for our brand


  • Previous experience on D365 sales system

In return, we offer…

  • A competitive salary
  • A discretionary annual bonus scheme
  • A generous store and restaurant discount (of up to 40%)
  • A subsidised staff restaurant which uses Fortnum’s ingredients
  • 25 days paid holiday (plus bank holidays) a year and an extra day off for your birthday
  • Excellent pension scheme
  • Development opportunities to help grow your career
  • Additional annual leave and a gift once you have been with us for 5 years
At Fortnum & Mason we've been innovating for more than 300 years and as part of our mission to deliver a sense of pleasure for the centuries to come. We have grown to be a digitally focused and multi-channel company with the excitement of expanding our family to include those willing to grow with us.

Those who can consistently demonstrate individual initiative within a collaborative team framework, thrive at Fortnum & Mason. If this sounds like you, and you’re ready for the next step in your career, we welcome your application!