Customer Intelligence Leader - Data-Driven Growth

Fortnum & Mason; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Fortnum & Mason is seeking a Customer Intelligence Manager to unlock customer insights and drive growth through analytics. You will partner with senior stakeholders to transform data into actionable strategies, moving from reporting to advanced analytics, predictive modelling and proactive decision support.

You will develop dashboards in Power BI, create customer narratives and support cross-functional projects to improve acquisition, loyalty and lifetime value.

Qualifications

• Strong SQL skills and data manipulation abilities.

Responsibilities

• Develop deep understanding of customers by combining data, analytics and external insights.
• Create compelling customer narratives to inform decision making.
• Support strategic projects by voicing the voice of the customer.
• Deliver actionable recommendations to improve acquisition, loyalty, retention and lifetime value.
• Translate business questions into robust analytical approaches and recommendations.
• Apply advanced analytics techniques including CLV, propensity modelling, basket analysis and forecasting.
• Develop self-service reporting and dashboards using Power BI.
• Promote best practices in analytics and data-driven decision-making.
• Train teams across the business to use data effectively and embed customer intelligence.
• Contribute to Fortnum & Mason's data transformation programme.
• Collaborate with IT and business teams to improve data quality and capabilities.
• Explore AI and emerging analytics technologies for value creation.
• Support the design, measurement and evaluation of experiments in marketing and CRM.

Skills

SQL

Power BI

Customer analytics

CRM analytics

Marketing analytics

Analytical thinking

Stakeholder management

Communication skills

Data visualization

Storytelling

Prioritization

Curiosity

Influence through insight

Fabric/Adobe Analytics

ESPs

CDPs/SCVs

A/B testing

AI analytics

Job description

Fortnum & Mason is seeking a Customer Intelligence Manager to unlock customer insights and drive growth through analytics. You will partner with senior stakeholders to transform data into actionable strategies, moving from reporting to advanced analytics, predictive modelling and proactive decision support.

You will develop dashboards in Power BI, create customer narratives and support cross-functional projects to improve acquisition, loyalty and lifetime value.