Senior Manager, Customer Insights & Analytics
Date: May 20, 2026
Location: London, Not Applicable, GB
JOB PURPOSE
As Senior Manager, you will drive a holistic, insight-led view of the customer, influencing key decisions across product, merchandising, marketing, and retail. Acting as a strategic partner to senior stakeholders, you’ll embed a customer-centric mindset and ensure data drives decision-making across the business.
You’ll lead the creation of a single source of truth for customer performance, owning global KPI frameworks and delivering insights that unlock growth, retention, and exceptional client experiences.
RESPONSIBILITIES
Customer Insights & Analytics
Build a comprehensive global view of customers using transactional and Voice of Customer data (NPS, Mystery Shopping, etc.)
Analyse behaviour, segmentation, and lifetime value to identify growth opportunities
Deliver insight-driven recommendations that influence senior leadership decisions
Lead executive-level reporting on customer metrics for the CEO and Executive Committee
Develop real-time dashboards and reporting frameworks for cross-functional teams
Conduct deep-dive analyses into high-value and high-potential customer segments
Champion data literacy across global and regional teams
Own and evolve Tableau-based reporting for retail and leadership teams
Partner with Tech and Data teams to ensure data quality, governance, and compliance
Drive the evolution of CRM and MarTech capabilities
Oversee CRM roadmap delivery and future analytics capabilities
Ensure full compliance with GDPR and global privacy standards
Act as a trusted advisor to senior stakeholders across Retail, Digital, and Marketing
Partner with regional teams to embed insights into local decisions and strategies
Mentor and develop team members while shaping the future of the insights function
Collaborate globally to ensure consistent measurement and reporting standards
PERSONAL PROFILE
Strong experience in customer insights/analytics within retail or luxury environments
Advanced analytical capability, including segmentation, modelling, and large dataset analysis
Experience with CRM platforms(e.g. Salesforce, Adobe, Oracle) and BI tools (Tableau, Power BI, Looker)
Strong understanding of omnichannel measurement and attribution
Proven ability to translate complex data into clear, compelling business narratives
Experience leading teams and influencing senior stakeholders
A customer-obsessed mindsetwith deep appreciation for luxury client expectations
Excellent communication and presentation skills
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
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