By Appointment By Appointment
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Senior Digital Transformation Manager (Operations, Commercial & International)

IT - 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:

  • Responsible for the ongoing, digital transformation of Fortnum’s Operations, Commercial & International business functions
  • Ensure appropriate technology support is in place for assigned business area, track performance against SLAs and ensure ongoing feedback to support teams on ticket resolution


  • Strong business partnership to Commercial, Operations & International functions, ensuring good practice advise on digital transformation. Requiring in-depth understanding of business needs
  • Select and manage 3rd parties to provide best practice advice on relevant digital transformation solutions, including marketplaces and post purchase services such as last mile delivery solutions
  • Working in partnership with assigned business leaders, develop and manage a prioritised portfolio of transformation initiatives (strategic, compliance and CI/BAU)
  • Ensure appropriate level of change management in place to support business through transformation and buy-in to new solutions and processes
  • Work in close partnership with the Director of Architecture, Engineering & Services to ensure proposed solutions are in line with strategic direction and schedule appropriate roadmap

Specific Role Criteria:

The successful candidate will be a recognised and respected leader with an outstanding track record in Transformation, Technology and Change, ideally within fast paced, customer obsessed organisations with digital and international experience. No specific industry experience is required although experience of a fast-paced, high volume retail environment would be useful – as would a passion for food.

We expect the successful candidate to have the following skills and experience:

  • Experience and strong knowledge of commercial and supply chain systems (including Marketplaces and other Digital platforms) and processes in an international environment
  • Experience of Fresh and ambient food deliveries (preferred but not essential)
  • Experience of rapid delivery digital solutions (preferred but not essential)
  • Capable of working successfully in a fast-moving entrepreneurial environment, whilst respecting the legacy and history of a brand and 315-year-old family business.
  • Experience of contributing to the development and execution of a multi-year business strategy.
  • Ability to make strategic, change and operational decisions, based on strategic insight, financial acumen, sound logic and rationale, as well as the ability to simplify complexity and focus on outcomes.
  • A passion for what they do: a convincing, and highly engaging technology and change professional, who is motivated by a desire to deliver outstanding and sustainable results for a business – and in the right way.
  • Strategic and creative thinker, with strong leadership and people skills, evidenced by strong IQ and EQ.
  • Strong communication skills and an ability to challenge, build credibility with a wide range of audiences whilst working with integrity at all times.
  • Capable of working with ambiguity and sourcing innovative and creative solutions, with limited resources and budget.
  • Tenacious, analytical, and resilient – demonstrable track record in adapting to changing priorities and a fast-moving environment. A change agent.
  • Culturally sensitive with the ability to operate effectively in a role that connects with multiple parties on a global basis, whilst being based in London.

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

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!