Senior Customer Analytics Manager (Maternity Cover)

Senior Customer Analytics Manager (Maternity Cover)

At Selfridges, our customers are at the heart of everything we do. As Senior Customer Analytics Manager, you will play a critical role in the Customer team and strategy, defining how we interpret customer behaviour to drive growth and loyalty. You will not only oversee high‑impact analysis but also act as a key advisor to cross‑functional leaders, ensuring that data‑driven insights are woven into the fabric of our day‑to‑day operations and long‑term strategy.

This is a high‑visibility role requiring a blend of advanced technical depth, sharp commercial acumen, and a proven ability to synthesise complex data into compelling narratives that inspire action across all levels and functions within a luxury retail environment.

Key Responsibilities

• Team Management: Lead and inspire a team of 2-3 analysts (junior to manager level), providing clear direction, technical guidance and support in their day‑to‑day delivery.
• Act as the primary point of contact for senior leadership (Heads of Department and Directors) regarding customer health, membership performance, and behavioural trends.
• Drive the “So What?”: Move beyond reporting and detailed analysis to provide strategic recommendations that influence strategy, operations & investment – both within the customer team and beyond.
• Partner with Finance & other business functions to align on customer KPIs and ensure a “single source of truth” for customer data across the business.
• Customer Strategies: Partner with Membership, Experience & Shopping Services teams to enable data‑led decision making, co‑create the long‑term measures of success against our customer programmes, and oversee the strategic evaluation of these strategies through the customer lens.
• Data visualisation: Oversee the suite of Power BI tools, champion a culture of data‑led decision‑making, promoting self‑service while maintaining the highest standards of data integrity and ethics (manage 300+ PBI users).
• Strategic Prioritization: Define and manage the overarching Customer Analytics roadmap, balancing urgent commercial requests with long‑term infrastructure and capability improvements.

What You’ll Bring

• Proven People Management: Experience managing and developing analysts; you know how to get the best out of a team and help them navigate complex data challenges.
• Expert Technical Foundation: Advanced SQL skills are essential. You should be comfortable “getting under the hood” of complex data models while also coaching others.
• Leadership Experience: Significant experience in a Senior/Lead Analytics role, ideally within luxury retail/high‑growth loyalty environments; be able to translate complex information & technical concepts into compelling narratives for senior stakeholders.
• Visualisation tools: Deep experience in overseeing large‑scale visualisation projects and driving user adoption across a complex organization (like Tableau or PBI).
• Operational Agility: Experience managing multiple workstreams in a fast‑moving, high‑pressure environment during a period of transition.

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