Head of Customer Analytics (23026) in London

Join our dynamic team at Holland & Barrett as the Head of Customer Analytics and be at the forefront of driving customer centricity and growth. In this role, you will have the opportunity to shape the future direction of our company by leveraging customer insights and analytics to deliver better business performance and transform our customer analytics capability.

As the Head of Customer Analytics at Holland & Barrett, your role will be instrumental in setting the strategy for our customer analytics team and driving customer-centric growth across all health and wellness markets. You will have the opportunity to embed valuable customer insights into every aspect of our strategic agenda and plans, shaping the future direction of our company. Leading a dedicated team of Market & Customer Analytics professionals, your focus will be on creating a competitive advantage for Holland & Barrett

Key Accountabilities:

• Develop and define Customer Analytics strategy across health & wellness markets.
• Embed insights to improve key customer KPIs and overall business performance.
• Analyze customer lifetime value and provide recommendations for CRM/Loyalty teams.
• Identify customer improvement opportunities in campaigns and embed them into relevant teams.
• Provide strategic insights for the development of customer, channel, marketing, and retail strategies.
• Build relationships with senior stakeholders to identify commercial risks/opportunities.
• Lead the development and execution of the customer analytics insight plan.
• Collaborate with Data team for efficient ways of working and data utilization.
• Ensure a single cogent customer insight understanding across teams.

• 15+ years of experience in Customer Analytics, preferably in the retail industry.
• Proven track record of driving performance through customer data analysis.
• Excellent senior relationship management skills.
• Proficiency in BI tools, databases, and coding languages (SQL, R, Python).
• Strong presentation skills and ability to articulate complex ideas.
• Ability to inspire and engage people at all levels of the organization.
• Comfortable with ambiguity and effective in defining requirements.
• Experience in strategy, insight, and commercial roles.
• Retail industry experience preferred.

Location: 

The company has a base in London and Nuneaton and some travel will be required to both locations, however the role is predominately based in Nuneaton or London.  There may also be occasional travel outside of the UK.  We're a global, digitally enabled business and we expect our colleagues to be self-driven and to determine the most appropriate place to work each day to meet the requirements of the role, achieve their best performance and optimum output.

By living Our Values you can make health and wellness a way of life for everyone:

Expertise. We're true experts, using our brilliant knowledge in everything to build trust.
Pioneering. We are curious, pushing boundaries and trying new things to benefit customers.
Inclusive. We are collaborative, we embrace diversity to deliver the best outcome as a team.
Caring. We are focused on improving health and wellness of colleagues, customers and communities. 

Our Benefits for this role include, but not limited to:

• H&B Employee Discount - 25%
• Bonus
• Pension company contribution
• 33 Days Holiday per year
• Private Medical Care
• Exclusive benefits, free advice and savings from a range of retailers and providers
• Electric Car Scheme

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