Director, Customer Analytics & Insights

HOLT RENFREW; Toronto; On-site; CAD 80,000 - 150,000; Full time

Job summary

An established industry player is seeking a Director of Customer Analytics and Insights to drive strategic decision-making through actionable data insights. This role involves developing comprehensive customer understanding, enhancing customer modeling, and promoting data accessibility across the organization. The ideal candidate will lead a high-performing team, advocate for a data-driven mindset, and support operational excellence. With a focus on collaboration and innovation, this position offers a unique opportunity to shape the brand's strategy in a dynamic and inspiring environment.

Benefits

Generous Employee Discount

Pension Plan

Health & Dental Benefits

Tuition Assistance

Continuous Learning and Development

Qualifications

• 8+ years experience in Data & Analytics or Marketing focused on data-driven decision-making.
• Strong grasp of relational databases and SQL environments.

Responsibilities

• Manage governance of customer self-serve reports to support better operational decision making.
• Identify opportunities for growth in customer base and customer value.

Skills

Data-Driven Decision Making

Relational Databases

SQL

Data Visualization (Power BI, Tableau)

Data Modeling

Cloud-Based Analytics (Microsoft Fabric, GCP, AWS)

Python

Excel

PowerPoint

Leadership Skills

Education

Bachelor's Degree in Data & Analytics

Post-University Experience in Data & Analytics

Tools

Power BI

Tableau

Python

PySpark

Job description

Holt Renfrew offers an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day.

A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development.

The Director of Customer Analytics and Insights plays a pivotal role in shaping the Brand's strategy and decision-making through deep, actionable data insights. This role is responsible for developing a comprehensive understanding of Holt's customers—including their purchasing behaviors, interests, and interactions across both physical and digital channels—as well as tracking emerging trends and customer evolution. Strategically, the role focuses on continuously enhancing customer modeling and insights to inform future planning. On an operational level, it promotes data accessibility, encourages the adoption of data-driven decision-making, and empowers teams across the organization to act on insights with confidence.

The role will also have leadership responsibilities including ensuring the best resource allocation and prioritization across operational and strategic support, building and developing a high-performing team recognized for delivering results and accountability, and continuing to advocate and nurture a data-driven mindset and decision-making across the Brand.

Responsibilities

Strategic Initiatives

• Shape and continuously evolve customer segmentations and champion its transparency and accessibility across the organization to drive awareness and adoption
• Guide how to build and leverage models to identify trends and opportunities
• Contextualize, visualize and share insights openly through storytelling to enable alignment across departments
• Contribute to defining how we will track and measure strategic initiatives and support their implementation and roll out
• Identify opportunities to capture new sources of data (both internal and external) to improve on quality of data sets and build understanding of context

Reporting & Analytics

• Manage governance of customer self-serve reports, including design, build and evolution of these reports to support better operational decision making
• Drive adoption and continuously refine metrics and data points of self-serve reports based on understanding of user needs
• Support ad-hoc business operational requests with the aim to develop tools and processes to unlock more business autonomy in day-to-day operation
• Identify opportunities for growth in customer base and customer value in line with brand seasonal goals, working closely with operational teams

Data Governance and Structure

• Oversee customer data governance to ensure accuracy, consistency, quality and security of data and reports; ensure data is structured and is optimized to suit business needs (partnering with Technology team)
• Stay connected with ongoing projects to identify new data points we would like to capture to enhance quality of our analysis
• Explore how to connect pieces of data which may not yet be connected to support data prep

The Ideal Candidate

• Bachelor's degree in data & analytics, business, marketing, or a quantitative field (e.g., statistics, math, economics, computer science)
• 8+ years of post-university experience in Data & Analytics or Marketing, with a focus on data-driven decision-making
• Strong grasp of relational databases and SQL environments
• Experience building and/or overseeing self-serve data visualizations (Power BI, Tableau)
• Proficient in developing data-driven models
• Familiarity with modern cloud-based analytics platforms (e.g., Microsoft Fabric, GCP, AWS); capable of guiding work in tools like Python and PySpark
• Advanced skills in Excel and PowerPoint
• Proven leadership and influencing skills; able to drive results and work cross-functionally
• Adaptable, with a strong tolerance for ambiguity and change
• Excellent analytical and problem-solving abilities
• Strong interpersonal and communication skills; effective both as a team leader and individual contributor
• Knowledge of customer data privacy best practices
• Solid business acumen with the ability to connect analytics to financial and strategic goals
• An interest or passion for fashion is an asset

Holt Renfrew is an equal opportunity employer committed to fostering a diverse and inclusive workplace. Our future success depends on the perspectives and contributions of all our employees — their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity and require accommodation, please email [e-mail] and let us know so we can ensure you have an accessible candidate experience throughout the recruitment process. All requests are confidential and used only to meet candidate needs.