Fortnum & Mason is a 300-year-old fine food and gift retailer which is undergoing a period of dynamic change. 

The retailer has had a clear focus on digital development over the past few years and relaunched its website in 2020 in a bid to improve the customer experience and accelerate international sales. Investment in digital marketing has been another priority. 

The upmarket retailer also operates two travel stores and a satellite store in London as part of its strategy to become less reliant on the iconic Piccadilly flagship.

After several years of robust growth under former boss Ewan Venters, group sales and profits have been coming under pressure as a result of the Covid-19 pandemic and the retailer slumped into the red at both the operating and pre-tax level in FY2021. While UK sales fell back over both the 2020 and 2021 financial years, international sales have continued to move ahead following the opening of the retailer’s first store in Kong Kong at the end of 2019.

Fortnum & Mason is now headed up by former Matchesfashion COO Tom Athron as chief executive following the departure of Venters at the end of 2020.

The business is owned by the Weston family through Wittington Investments.

Innovation rating: 1.5

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