By Appointment By Appointment
Fortnum & Mason logo

Head of Marketing Operations

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: To drive the creation and implementation of holistic marketing and communications campaigns, which deliver commercial results and enhance brand equity for Fortnum and Mason.

To play a pivotal role in designing, planning and implementing marketing and communications activities across all channels, delivering key marketing campaigns on time, within budget, to a consistently high quality, and with actionable learnings for future optimisation.

To run the project management of all campaigns,in line with the wider marketing plan to ensure they adhere to company critical paths, support our overall marketing strategy and deliver what the wider business needs within our brand values and frameworks,

Key Accountabilities

  • To be instrumental in delivering insight led, highly creative, integrated 360 marketing and communication plans and campaigns to ensure Fortnum’s is more relevant, to more people, more often and meets a set of clear strategic, commercial and customer objectives.
  • Work with key stakeholders across the business, with a focus on becoming a key business partner to the Online, Concierge and Buying and Merchandising departments to ensure marketing strategy and product messaging is representative of the very best of Fortnum’s, and is telling product, category and brand stories that will inspire and excite our customers.
  • Work collaboratively with the internal copywriting team, the design function and external creative agencies to ensure that marketing strategy and brand messaging is run to an agreed process and is producing high quality creative work consistently for all customer channels including retail, hospitality, partnerships, and international.
  • Work in partnership with wholesale and international marketing function, to ensure communications plans for concession channels and our regional offices , i.e. HK are inline with our overall brand ambitions and that learnings are shared between all parts of our business.
  • Work closely with our internal communications colleagues, , commercial division, Visual Merchandising team and external PR functions to ensure that Fortnum’s very best product and brand stories are represented both internally and externally
  • Work with project owners across the business to ensure the Marketing & Communications annual budget is effectively, responsibly and pro-actively managed to deliver a strong ROI.


  • Work with the Director of Marketing and Communications to lead an agreed campaign development process that includes all areas of the business to bring Fortnum’s to life in the most compelling ways possible.
  • Managing the marketing managers across the main UK channels, specifically, following a clear process of design and implementation for integrated marketing plans to support the promotion of the brand, products and services across retail, hospitality and services such as concierge and private dining channels.
  • Building strong relationships with the Online team to ensure the marketing function is focussed on delivering their goals.
  • Managing the marketing plans with the team, drawing in knowledge into the marketing department from across the business, ensuring the very best category and product stories are promoted through creative campaigns that inspire customers and colleagues
  • Have an in-depth knowledge on competitive market trends, themes, information and insight around competitive behaviours with a view to improving knowledge, capabilities and expertise of the teams
  • Ensure insight, campaign development materials, reporting and trade driving tactics are shared across all parts of the business, including commercial, wholesale and international.
  • Ensure marketing and communications function is managed pro-actively that helps it serve its ultimate purpose as a strategic & commercial business function providing high quality service to the business.
  • Ensuring the uniqueness, quality and consistency across the multiple customer touchpoints that makes a Fortnum’s campaign distinctive.
  • Support and live the Company Colleague Values of “Taking Pride”, Doing The Right Thing” and “Achieve Together”
  • Work with internal stakeholders to create and maintain an employer brand strategy that helps life Fortnum’s above the competition as an Employer of choice across all diverse communities. .
  • Work with internal stakeholders to co-create inspiring, compelling, and thoughtful internal campaigns with a key focus on sustainability, diversity and inclusion.

Essential Skills: 

  • A dynamic, flexible, multi-channel communications professional.
  • Broad all-round marketing & communications experience, with a strong strategic and operational focus.
  • An ability to instil structure and process into a broad multi-functional team that liberates people’s very best work.
  • Strong leadership experience of working within a multi-functional marketing /communications team, striving to build a high performing team culture
  • Strong strategic mindset with an ability to distil complex information into powerful commercial stories.
  • Has confidence to manage through ambiguity with thoughtfulness, care and empathy
  • Strong creative mindset and desire to push creative boundaries for maximum business results.

Personal qualities:

  • Collaborative, able to work independently and as part of a team.
  • Passionate, ambitious, with a love of learning & takes pride in all they do.
  • Attention to detail; always looking to improve.
  • Tenacious, proactive and self-motivated.
  • Positive, can-do attitude.
  • Experience in a fast-paced environment.
  • Excellent organisational skills.
  • Strong multi-tasking abilities and with an ability to prioritise, work to tight deadlines in a calm and effective way.
  • A passion for creativity, food, drink, retail and all things digital.


  • A competitive salary
  • A generous store and restaurant discount of up to 40%
  • 25 days holidays and an extra day off for your birthday
  • A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
  • A range of opportunities to develop and grow personally and professionally
  • Excellent pension scheme