By Appointment By Appointment
Fortnum & Mason logo

Concierge Gifting Account Manager

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 Manager 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
  • Responsible for department critical reports
  • Play an active role with recruitment and planning for peak commercial times, i.e. Christmas
  • 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
  • Support the Concierge Gifting Manager with rolling out training across the team – from operational/IT updates to AYR product training and involvement in new starter set up
  • Supporting the development of the junior members of the team.
  • Hosts events across the F&M estate

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 AX sales system

In return we offer the following fabulous benefits;

  • A competitive salary
  • Annual discretionary bonus 
  • A generous store and restaurant discount
  • 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
  • Invitation to our annual staff party
  • And because we value your service with us, we give you additional annual leave and incredible gifts once you’ve been with us for 5 years.