Senior Customer Analytics Manager (Maternity Cover)
At Selfridges, our customers are at the heart of everything we do. As Senior Customer Analytics Manager, you will play a critical role in the Customer team and strategy, defining how we interpret customer behaviour to drive growth and loyalty. You will not only oversee high‑impact analysis but also act as a key advisor to cross‑functional leaders, ensuring that data‑driven insights are woven into the fabric of our day‑to‑day operations and long‑term strategy.
This is a high‑visibility role requiring a blend of advanced technical depth, sharp commercial acumen, and a proven ability to synthesise complex data into compelling narratives that inspire action across all levels and functions within a luxury retail environment.
Key Responsibilities
* Team Management: Lead and inspire a team of 2-3 analysts (junior to manager level), providing clear direction, technical guidance and support in their day‑to‑day delivery.
* Act as the primary point of contact for senior leadership (Heads of Department and Directors) regarding customer health, membership performance, and behavioural trends.
* Drive the “So What?”: Move beyond reporting and detailed analysis to provide strategic recommendations that influence strategy, operations & investment – both within the customer team and beyond.
* Partner with Finance & other business functions to align on customer KPIs and ensure a “single source of truth” for customer data across the business.
* Customer Strategies: Partner with Membership, Experience & Shopping Services teams to enable data‑led decision making, co‑create the long‑term measures of success against our customer programmes, and oversee the strategic evaluation of these strategies through the customer lens.
* Data visualisation: Oversee the suite of Power BI tools, champion a culture of data‑led decision‑making, promoting self‑service while maintaining the highest standards of data integrity and ethics (manage 300+ PBI users).
* Strategic Prioritization: Define and manage the overarching Customer Analytics roadmap, balancing urgent commercial requests with long‑term infrastructure and capability improvements.
What You’ll Bring
* Proven People Management: Experience managing and developing analysts; you know how to get the best out of a team and help them navigate complex data challenges.
* Expert Technical Foundation: Advanced SQL skills are essential. You should be comfortable “getting under the hood” of complex data models while also coaching others.
* Leadership Experience: Significant experience in a Senior/Lead Analytics role, ideally within luxury retail/high‑growth loyalty environments; be able to translate complex information & technical concepts into compelling narratives for senior stakeholders.
* Visualisation tools: Deep experience in overseeing large‑scale visualisation projects and driving user adoption across a complex organization (like Tableau or PBI).
* Operational Agility: Experience managing multiple workstreams in a fast‑moving, high‑pressure environment during a period of transition.
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