Head of Customer Intelligence & Analytics

Fortnum & Mason plc; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Power BI dashboards

Data literacy programme

Job summary

Fortnum & Mason plc seeks a Senior Customer Intelligence Manager to lead customer insight, analytics and data across the business, shaping enterprise priorities and driving growth, loyalty and personalisation.

The role offers senior leadership exposure and collaboration with Marketing, E-commerce, Merchandising and Operations to translate data into decisions and build a data-driven culture.

Qualifications

• Strong SQL skills with experience querying, manipulating and validating customer data.
• Advanced Power BI experience, including dashboard development and reporting.
• At least 7 years' progressive experience in Customer Analytics, Customer Insight, CRM Analytics, Marketing Analytics or a similar field, including significant experience operating in a senior management or lead capacity within a complex customer-led organisation.
• Strong analytical and problem-solving skills with the ability to turn complex data into clear business recommendations.
• Excellent stakeholder management and communication skills, with confidence presenting to senior audiences.
• Experience translating business challenges into analytical solutions.
• Strong data visualisation and storytelling capabilities.
• Ability to manage multiple priorities and deliver high-quality work to deadlines.
• A naturally curious mindset and passion for learning new technologies and approaches.
• Proven ability to influence business decisions and drive action through insight.

Responsibilities

• Develop a deep understanding of our customers by combining data, analytics, research and external insights.
• Create compelling customer narratives that help teams make informed decisions.
• Support strategic projects by bringing the voice of the customer into business discussions.
• Deliver actionable recommendations that improve customer acquisition, loyalty, retention and lifetime value.
• Lead the translation of complex strategic and commercial questions into prioritised analytical programmes, ensuring that approaches are robust, proportionate and focused on decisions that create measurable value.
• Apply advanced analytics techniques including: Customer segmentation, Customer Lifetime Value (CLV), Propensity modelling, Basket analysis, Forecasting.
• Identify opportunities to improve customer understanding and commercial performance through data.
• Develop self-service reporting and dashboards using Power BI.
• Promote best practices in analytics and data-driven decision-making.
• Establish and lead an enterprise-wide programme that improves data literacy and enables teams to use customer data and insight confidently, consistently and responsibly.
• Help embed customer intelligence into everyday decision-making across the organisation.
• Contribute to Fortnum & Mason's ongoing data transformation programme.
• Work alongside IT and business teams to improve customer data quality and data capabilities.
• Explore emerging technologies, AI and advanced analytics to identify opportunities for innovation and business value.
• Support the design, measurement and evaluation of customer, marketing and digital experiments.
• Act as the senior Customer Intelligence partner for Marketing, Customer Engagement, E-commerce, Buying & Merchandising, Hospitality and Executive Leadership, agreeing priorities, constructively challenging assumptions and ensuring that customer evidence is embedded in strategic planning.
• Evaluate campaign performance and customer engagement strategies.
• Develop audience segmentation and targeting approaches.
• Support the ongoing development of our Membership programme.
• Deliver insights that drive measurable business outcomes across multiple customer touchpoints.

Skills

SQL

Power BI

Customer Analytics

Stakeholder Management

Data Visualization

Communication

Analytical Thinking

Leadership

Prioritisation

Curiosity about new tech

Tools

Microsoft Fabric

Adobe Analytics

CDPs

Single Customer Views

Customer activation platforms

Job description

Fortnum & Mason plc seeks a Senior Customer Intelligence Manager to lead customer insight, analytics and data across the business, shaping enterprise priorities and driving growth, loyalty and personalisation.

The role offers senior leadership exposure and collaboration with Marketing, E-commerce, Merchandising and Operations to translate data into decisions and build a data-driven culture.