Our Head Office department is 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.
Fortnum and Mason is seeking a Head of Ecommerce Experience and Product to define and lead the strategy for our end to end digital customer journey. This role will shape how customers discover, browse and buy across our ecommerce platforms, ensuring the online experience reflects the quality, theatre and service of the brand while delivering strong commercial performance.
Leading a team of 5 across analytics, CRO and design, the role combines strategic leadership with hands on product and experience ownership. The successful candidate will drive improvements in conversion, average order value and customer engagement, while embedding a culture of experimentation and customer first decision making across digital, trading and technology teams.
Responsibilities
Key Skills & Experience:
Ecommerce Experience and Product Leadership:
* Own and lead the ecommerce experience and product strategy across fortnumandmason.com and international sites
* Define and prioritise the product roadmap aligned to commercial objectives and customer needs * Identify customer journey and personalisation opportunities across the funnel and translate them into clear initiatives
* Partner closely with Trading, Digital Marketing, Technology & Retail teams to deliver a joined up omnichannel experience * Ensure the online journey reflects brand standards across discovery, navigation, merchandising and checkout
Customer Experience and Optimisation:
* Lead the optimisation of key journeys including homepage, navigation, search, product detail pages and checkout
* Establish and embed a structured experimentation and CRO programme with key partners * Drive hypothesis development, prioritisation frameworks and A/B testing delivery
* Measure impact on CVR, AOV, engagement and revenue and scale successful initiatives * Champion accessibility, performance and usability best practice
Data and Insight:
* Use qualitative and quantitative insight to inform product and experience decisions
* Lead the Online Analytics Team to define performance frameworks, reporting and success metrics * Monitor traffic, engagement, conversion and customer behaviour to identify opportunities
* Ensure tracking accuracy and data integrity across platforms
Commercial and Trading Alignment:
* Support delivery of ecommerce revenue targets and trading priorities
* Optimise category journeys including Hampers, Tea, Fresh and seasonal peaks such as Valentine’s and Christmas * Support international growth by improving localised journeys and export experiences
Technology and Delivery:
* Collaborate with development and technology partners to deliver scalable, high performing platforms as we move into an AI world
* Translate business needs into clear product requirements and delivery plans * Manage third party tools and partners
* Balance innovation with operational stability and performance
Key Skills & Experience
* Proven experience leading ecommerce product and experience in a premium retail or DTC environment * Strong track record of delivering measurable improvements in conversion, AOV and customer engagement
* Deep understanding of UX, CRO and product management methodologies * Experience working closely with development and technology teams
* Strong commercial mindset and ability to link experience improvements to revenue impact * Excellent stakeholder management and leadership skills
* Comfortable operating in a fast paced, seasonal retail environment
Why Work For Us:
* A generous store and restaurant discount of up to 40%
* 25 days holidays (excluded bank 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
We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment.
In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards
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