We're the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.
By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.
The Role:
Lead the delivery of seasonal customer and market insight at New Look, integrating market performance, customer behaviour, brand perception, and experience data into a single, strategic narrative. This role ensures the business clearly understands what drove performance each season and, crucially, how to adapt to maximise growth and value in future seasons. Acting as the connector across Insight workstreams, this role provides commercially relevant, forward-looking recommendations that influence product, category, marketing, and channel strategies. Through quarterly reports, leadership engagement, and cross-functional workshops, the Customer Insight Manager ensures insight translates into action across Buying, Merchandising, Design, Brand, Marketing, and Digital teams. The role combines analytical rigour with commercial acumen, storytelling, and stakeholder influence, while mentoring junior team members and championing the role of insight in driving sustainable business performance.
WHATS IN IT FOR YOU:
* 40% staff discount plus friends & family discounts throughout the year
* Access to our reward platform for external discount and offers
* Private pension scheme
* Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
* All employees are covered by our life assurance policy from day one
* Unlock extra leave with our buy more holiday scheme.
* Celebrate YOU Enjoy an extra paid day off on your birthday each year
* Enhanced maternity, paternity and adoption leave, and shared parental leave.
* Spread the cost of your commute with interest-free season ticket loans
* Do your bit for the environment and save money with our Cycle2Work scheme
* We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust
What you'll be doing:
* SEASONAL MARKET ANALYSIS. Own the end-to-end delivery of New Look's seasonal insight programme, using retail panel data platforms and wider sources to analyse market, category, and product performance. Produce quarterly reports aligned to the business critical path, ensuring leadership and teams clearly understand what drove performance and how to optimise next season.
* AD HOC STRATEGIC INSIGHTS. Lead deep-dive research into competitors, categories, and customer behaviours to understand drivers of market shifts and commercial opportunities. Manage ad hoc projects from brief through delivery, balancing in-house analysis with agency partnerships, and applying both qualitative and quantitative techniques.
* INTEGRATED INSIGHT NARRATIVE. Draw on multiple sources, including customer experience, brand perception, sentiment tracking, and digital performance, to build a cohesive narrative that combines customer, brand, and market perspectives into actionable recommendations.
* STAKEHOLDER MANAGEMENT AND STRATEGIC INFLUENCE. Act as the voice of the customer in decision-making forums, presenting regularly to senior stakeholders including CCO and CEO. Provide commercially relevant insight that influences product, marketing, channel, and customer strategies.
* COMMUNICATION, STORYTELLING, AND ACTIVATION. Translate complex datasets into clear, compelling stories using tools such as Power BI, Excel, and presentation software. Facilitate workshops with BMD, Brand, and Digital teams to ensure insight recommendations are embedded into future planning.
* PEOPLE LEADERSHIP AND TEAM COLLABORATION. Mentor and develop junior team members, fostering analytical rigour and storytelling skills. Collaborate closely with colleagues across BMD, Brand, Marketing, Customer Experience, and Market Insight to ensure the business receives a joined-up, holistic view of performance.
* ON-GOING DISCOVERY. Stay informed of competitor strategies, consumer behaviours, and macro retail trends. Leverage external partners, industry events, and thought leadership to enrich the seasonal narrative and provide fresh perspectives for the business.
Who you are:
* Proficient in data visualisation, analysis, and presentation tools (e.g., Power BI, Excel, Q, Miro, PowerPoint), with proven ability to turn complex datasets into actionable insight.
* Experience using large-scale data environments; familiarity with data platforms such as Databricks or equivalent is a plus.
* Proficiency in working with market data (e.g., retail panel data providers, WPO by Numerator).
* Strong balance of qualitative and quantitative research expertise; able to design, manage, and deliver multiple methodologies end-to-end (from survey design to FGIs).
* High level of analytical and numerical skill, with the ability to conduct advanced statistical analysis and interpret results clearly.
* Experience managing ad hoc research projects, from brief through delivery, including stakeholder engagement and agency management.
* Confident working at pace in a fast-moving consumer or retail environment; fashion sector experience is advantageous but not essential.
* Strong communication and presentation skills, with the ability to tailor complex insights to different audiences including senior leadership.
* Experience mentoring or managing junior team members desirable.
Why New Look?
We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We're proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.
We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.
We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.
Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process.