Head of Retail and Customer Insights

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:

• 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 ofexternal market data, competitor intelligence, industry trends, and macroeconomic influences.
• Oversee continuous and ad hoc research programmes (qualitative and quantitative), customer panels, and brand tracking.
• Drive the development of advancedcustomer 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.
• 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.
• 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
• A competitive salary with an excellent benefits package