Customer Intelligence Manager

Customer Intelligence Manager - London

Customer Intelligence Manager

Reporting to: Head of Customer Intelligence

About the Role

At Fortnum & Mason, we're on an exciting journey to become an increasingly customer-led and data-driven organisation. We're looking for a talented Customer Intelligence Manager to help us unlock the power of customer insight, analytics and data to drive growth, loyalty, personalisation and smarter commercial decision-making.

This is a highly visible role where you'll partner with senior stakeholders across the business, transforming customer data into actionable insights that influence strategy and improve customer experiences. You'll play a key role in evolving our Customer Intelligence function from traditional reporting to advanced analytics, predictive modelling and proactive decision support.

If you're passionate about understanding customer behaviour, uncovering opportunities through data, and influencing business performance through insight, we'd love to hear from you.

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

• Translate business questions into robust analytical approaches and meaningful recommendations.

• 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.
• Train and support teams across the business in using data and insights effectively.
• Help embed customer intelligence into everyday decision-making across the organisation.
• Proven methodologies/processes to ensure analysis is analytically robust and appropriate rigour is applied.

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.
• Identify opportunities to improve data quality, integrate new data sources and strengthen the customer data environment. Comfortable challenging existing processes and driving continuous improvement.

Working closely with teams including Marketing, Customer Engagement, E-commerce, Buying & Merchandising, Hospitality and Executive Leadership, you will:

• 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
• Lead or support customer research projects, combining quantitative and qualitative insight to strengthen understanding of customer needs, motivations and behaviours. this will be quite key moving forward as we look to embed a new tool

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 3 years' experience in Customer Analytics, Customer Insight, CRM Analytics, Marketing Analytics or a similar field.
• 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.
• Previous people management experience (not essential).
• 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.