Customer Analytics Manager (Maternity Cover)
Job Introduction
At Selfridges, our customers are at heart of everything we do. As Customer Analytics Manager (MAT Cover), you will help shape how we understand, measure, and improve the customer experience across both our stores and online. You'll use your analytical expertise to uncover insights, influence decision‑making, and support key business initiatives. This is a high‑impact role requiring strong technical capability, commercial expertise and stakeholder influence within a fast‑paced luxury retail environment. You will lead high‑quality analysis and reporting to help the business grow. By partnering closely with the Finance and Membership teams, you will ensure data is at the heart of every decision we make.
Key Responsibilities
Customer Insights & Performance
* Monitor and analyse customer behaviour through regular reporting and deep‑dive analyses.
* Identify retention and reactivation drivers, and overall customer value to support lifecycle marketing and strategic initiatives.
Retention Analytics
* Unlocked program: Monitor and assess performance of the program, including enrolment, engagement and retention outcomes. Provide insights and recommendations that help optimise member experience and long‑term value.
* Events: Use advanced analytics to identify and target the right customers for events. Evaluate event performance, measure impact on customer behaviour and highlight opportunities to enhance effectiveness and commercial return.
* Highlight opportunities to optimise the programme and enhance member value.
Data Visualisation & Storytelling
* Build compelling dashboards and reports in Power BI for over 300 users that translate complex data into clear, actionable insights.
* Promote self‑service analytics.
Analytics Roadmap
* Maintain and deliver the analytics roadmap, ensuring alignment with both immediate needs and long‑term objectives.
Data & Technical Leadership
* Ensure accuracy, integrity and governance of customer data models.
* Perform UAT on new data models and enhancements entering the customer database, validating business logic and data accuracy before releasing.
* Collaborate with Data Engineering teams to identify, diagnose and resolve data quality issues within our customer base.
* Identify opportunities for automation and process improvements.
What You'll Bring
* Strong SQL skills with daily hands‑on usage required; proven experience querying and manipulating large complex datasets.
* Proficiency with data visualisation tools—ideally Power BI.
* Experience in customer analytics—ideally within a B2C, loyalty‑focused, or subscription‑based environment and solid understanding of key customer metrics such as retention, lifetime value, and churn.
* Strong strategic thinking and ability to turn data into compelling stories. Ability to communicate insights clearly to both technical and non‑technical audiences.
* Comfortable working cross‑functionally and influencing stakeholders at different levels of the organisation.
* Excellent time‑management skills, with the ability to balance multiple priorities.
* Genuine passion for understanding customer behaviour and enhancing customer experience.
* Curiosity, adaptability, and enthusiasm for learning new tools and approaches.
Selfridges
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