Description
As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams.
We understand that success is achieved through our people, and we are searching for a Head of Retail and Customer Insights to join our growing online business.
Purpose of the role:
To lead our customer insight, market intelligence and advanced analytics function.
Scope of the role:
Key leader responsible for transforming complex data into powerful insights that shape commercial decisions, improve customer experience and accelerate our growth.
The role requires a unique blend of data expertise, strategic thinking and creative problem solving, leveraging AI and machine learning to unlock value from large and evolving data sets.
Oversee a multidisciplinary insight team, providing leadership across customer analytics, market research, segmentation, predictive modelling and customer lifetime value.
Key Responsibilities:
1. Customer & Market Insight
- Lead the end-to-end customer insight strategy across the organisation, ensuring a deep, real-time understanding of shopping behaviours, needs, motivations, and trends.
- Own the integration and interpretation of external market data, competitor intelligence, industry trends, and macroeconomic influences.
- Oversee continuous and ad-hoc research programmes (qualitative and quantitative), customer panels, and brand tracking.
2. Data Analytics & Modelling
- Drive the development of advanced customer models, including segmentation, propensity models, churn prediction and customer lifetime value.
- Use AI and machine learning tools to analyse large, complex data sets and scale automated insight generation.
- Partner with data engineering teams to ensure robust data pipelines, governance, and data quality.
3. Strategic Leadership & Collaboration
- Translate data-driven insights into compelling narratives and actionable strategies for senior leadership, commercial teams, and store operations.
- Influence decision-making in key areas such as pricing, promotions, marketing, loyalty, product range, personalisation, and digital experience.
- Foster a culture of experimentation, data literacy, and customer-centric thinking across the organisation.
4. Team Management & Development
- Lead, develop, and mentor a high-performing team of customer insight specialists, analysts, data scientists, and researchers.
- Champion innovation and new methodologies in research, analytics, and AI adoption.
Our Values
5. We love our customers: - You are curious – you are open minded, take risks, fail fast and learn quick
6. We look after our own – Your are authentic – You use your strengths, are genuine & consistent
7. We work together - You are collaborative - You work cross functionally, build external relationships
8. We hate waste: - You are influential - You set the direction, you shape the plan
9. We Care: You are brave - You make tough decisions for the greater good
Benefits:
10. A competitive salary with an excellent benefits package
11. 25 days holiday, plus 8 days bank holiday
12. 15% store discount, 30% club individual restaurant discount
13. Charity fundraising events
14. Educational sponsorship
15. Enhanced maternity/paternity leave
16. Long service awards
17. Reward & recognition
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