Senior Customer Intelligence Manager

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

At Fortnum & Mason, we're on an exciting journey to become an increasingly customer-led and data-driven organisation. We're looking for an accomplished Senior Customer Intelligence Manager to lead the development and application of customer insight, analytics and data across the business, shaping enterprise priorities and driving sustainable growth, loyalty, personalisation and support commercial performance.

This is a highly visible leadership role with regular exposure to Director, Executive and Operational Leadership teams. You'll act as a trusted strategic adviser to senior stakeholders, setting the customer intelligence agenda and translating complex customer data into clear choices, investment priorities and measurable actions. You'll lead the evolution of the Customer Intelligence function from traditional reporting towards advanced analytics, predictive modelling and proactive decision support.

You'll bring intellectual curiosity, commercial judgement and a strong understanding of customer behaviour, using evidence to identify opportunities and influence performance across the business.

What You'll Be Doing

Drive Customer Intelligence & Insight

• 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.

Deliver Analytics That Create Impact

* 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.

Build a Data-Driven Culture

• 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.

Support Transformation & Innovation

• 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.

Partner with Key Business Functions

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.

What We're Looking For

Essential Skills & Experience

• 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.

Desirable Experience

• Experience with Microsoft Fabric, Adobe Analytics or similar modern analytics platforms.

• Knowledge of Email Service Providers (ESPs).

• Experience with Customer Data Platforms (CDPs), Single Customer Views (SCVs) or customer activation platforms.

• Exposure to testing and experimentation within digital, e-commerce or CRM environments.

• Substantial experience leading, coaching and developing analysts or multidisciplinary insight teams, including objective setting, workload prioritisation and quality assurance.

• Interest or practical experience in AI and emerging analytics technologies.

Why Join Us?

This is a unique opportunity to help shape the future of Customer Intelligence at one of Britain's most iconic brands. You'll have the chance to influence strategic decisions, work with modern technologies, and play a key role in building a truly customer-centric culture.

What We Offer

* A senior-level salary and benefits package aligned to the strategic scope, leadership accountability and impact of the role.

• The opportunity to work on high-impact projects that influence business strategy.

• Exposure to cutting-edge analytics, AI and customer intelligence technologies.

• Ongoing professional development and continuous learning opportunities.

• A collaborative and inclusive environment where your ideas and contributions are valued.

• The opportunity to develop leadership and project management skills as the function continues to grow.

Key Relationships

• Customer Engagement

• Marketing & E-commerce

• Buying & Merchandising

• Hospitality

• Operational Leadership Team

• Management Group

• Executive Team

This role is ideal for an established customer intelligence leader who combines deep technical expertise with commercial judgement, people leadership and the credibility to influence at Executive level. You'll be supporting the Head of Customer Intelligence in converting customer data into strategic advantage, building a high-performing insight capability and shaping the next chapter of Customer Intelligence at Fortnum & Mason.

Wearecommittedtodevelopingyourcareerandnurturingyourtalent,regardlessofage;disability;genderreassignment;marriageandcivilpartnership;pregnancyandmaternity;race;religion orbelief;sex;sexualorientation.Werespectandembraceeachother’sdifferences,tocreateatrulyinclusiveenvironment.

Inthelastyearalone,ourpeoplehavebeenrecognisedandcelebrated,winningawardsfortheir outstandingcontributionstoRetail,Technology,GlobalHospitality&Tourism,VisualMerchandising&Display,CustomerServiceandLocalCommunityAwards