Senior Customer Intelligence Manager

Licensed sponsor London Posted 2 days ago

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.

We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other’s differences, to create a truly inclusive environment.

In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards