Head of Retail and Customer Insights

Job 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: 

 

·  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.

 

·  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.

 

·  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.

 

·  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

·  We love our customers : - You are curious – you are open minded, take risks, fail fast and learn quick
·  We look after our own – Your are authentic – You use your strengths , are genuine & consistent

 

·  We work together - You are collaborative - You work cross functionally, build external relationships

 

·  We hate waste: - You are influential - You set the direction, you shape the plan

 

·  We Care: You are brave - You make tough decisions for the greater good

 

 

Benefits:

·  A competitive salary with an excellent benefits package 
·  25 days holiday, plus 8 days bank holiday 
·  15% store discount, 30% club individual restaurant discount 
·  Discounted gym membership 
·  Charity fundraising events 
·  Educational sponsorship 
·  Enhanced maternity/paternity leave 
·  Long service awards 
·  Reward & recognition 

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