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Ali Nester-Smith serves as the Director of Concierge & Customer Services at Fortnum & Mason since March 2020, focusing on the development and execution of a global strategy for client and customer engagement. Prior to this role, Ali founded and directed Happy Box London from September 2005 to March 2020, overseeing all business operations and cultivating relationships with notable clients such as Hermes and HSBC. Ali's earlier experience includes working as a Board Account Director at Abbott Mead Vickers BBDO from September 2003 to September 2005, managing accounts for high-profile brands and public sector organizations. Ali initially joined Abbott Mead Vickers BBDO in September 1996, developing expertise in account management. Ali holds a MA in Classics from The University of Edinburgh, obtained in 1996.