Membership Experience Manager

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.

You will be responsible for improving customer experience and journeys of our new Membership programme, Friends of Fortnum’s, partnering closely with the Membership, Technology and Customer Service teams to improve the Membership online and in-store experiences, reduce customer friction points and improve business processes to support this.

The Membership Experience Manager will be responsible for improving the end-to-end customer journey across all key service and channel touchpoints (Online, Email, Retail, Hospitality). The role will focus on identifying and resolving systemic issues and opportunities, translating these into a clear optimisations and solutions roadmap, enabling us to grow the membership base while maintaining a high-quality, elevated experience for our Members.

The role will be measured on retention rate, reduction of customer contact issues, Membership experience score and the introduction of business wide Membership SLAs.

This is role for someone who enjoys problem solving, identifying issues and bringing their resolutions to execution through process driven systems. This individual will relish the role of championing of Friends of Fortnum’s across the business to ensure it is at the heart of consideration for all business units, enjoying the challenging of implementing new ways of working across teams.

• Analyse customer issues to identify trends and identify root causes of issues

• Implement structured processes with Customer Service and Technology teams to improve issue resolution for Members

• Introduce business wide SLAs for Membership issue resolutions across core channels/teams

• Support reduction in contact volumes and improvement in retention and SLAs

• Translate insights into digital and technical improvement requirements, working closely with UX and Membership to inform plans

• Partner with Digital Transformation on roadmap, prioritisation, and rollout of improvements, taking a particular lead in testing and roll-out

• Inform improvements to membership benefits, communications, and proposition

• Lead member insight roadmap (surveys, feedback, continuous improvement)

• Work with Retail & Hospitality to enhance in-store experience and training

• Experience in customer journey mapping/customer experience initiatives/UX/technology projects or experience of collating and analysing data to design customer outcomes

• Strong Project Management skills with the ability to manage complex projects and deliver actions according to clear timelines and milestones

• Expertise in requirement documenting, and validating business requirements for Digital Transformation/Technical projects

• Stakeholder and relationship management skills, tactful diplomat, assists in the facilitation of team and client meetings, workshops and a team player working across multiple virtual teams

• Working with ambiguity and sourcing innovative and creative solutions, with limited resource and budget

• Equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved

• Experience designing and implementing cross-channel customer journeys across CRM/ loyalty/customer experiences.

• Collaborative considered and adaptable manager, with the ability to influence at a senior level and across disciplines and staff of all level

• A passion and enjoyment for building relationships and collaborating with a wide variety of teams

• Strong strategic…