Head Of Insights & Analytics

Our Role

The business is well positioned with a good foundation for future growth – in terms of brand strength, quality of product, active customer base and trading performance. Better understanding our customers is a critical enabler, helping inform and shape strategies, execution and ongoing optimisation across products, markets, sales channels, and marketing activity.

This Head of Insights and Analytics will be responsible for leading the existing Data, Insight and Analytics team, have operational oversight for customer data governance and will collaborate with internal colleagues and external partners to provide objective, relevant, clear, and timely insight and analysis. Specifically, you will be joining at a key moment as we look to leverage value from a new CDP that has recently been implemented.

The Insight and Analytics team sit within the broader Customer function alongside Marketing, PR, Digital and Customer Service teams.

What you’ll be doing

• Lead and manage the insights and analytics team and manage the relationships with external research and customer data analytics partners
• Refine the overarching customer data, insights and analytics strategy and associated operating model (people, processes, technology) now that the new CDP is in place. Make ongoing adjustments to the roadmap to deliver the strategy and lead implementation
• Deliver qualitative and quantitative insight into customer behaviour, attitudes, desires, and demographics, helping to shape company strategy across products, markets (new and existing), sales channels, customer experiences and marketing activity
• Custodian and manager of all customer data through both internal architecture and within the insight and analytics databases and look to continually improve data quality, the single customer view, and the analytics toolset.
• Oversee customer data governance, GDPR compliance, data & systems integration, modelling and analysis – clarifying and optimising how the business understands and uses data to make decisions.
• Manage delivery of the analytics, research, and wider insight programme; listening to and reacting to changing business requirements to ensure insight continues to drive action within the business.
• Own all Customer & Marketing reporting across channels within the business, including B2B, ensuring timely delivery of all Weekly, Period, Year End & Board reporting.
• Responsible for the Marketing, Insight & Analytics tools, systems and dataflow and the relationships with the agencies that provide them ensuring smooth delivery of the solutions and databases on a daily a basis.
• Embracing a roll up your sleeves attitude to lead the team daily
• Central point of contact for research and insight across the business; proactively distributing research and insight output by the internal team and acquired through third parties.
• Building great cross functional relationships to deliver actionable insights and ensure data driven decisions are made across the business with key clients including but not restricted to Marketing, Merchandising, Digital, Retail, B2B & Finance.
• Lead the team on qualitative and quantitative projects including the building of market segmentations and overseeing the expansion of our online research community.
• Evolve the qualitative research programme, further enabling product, marketing and sales channel teams to get closer to customers and better understand their attitudes and behaviours
• Budget responsibility for research and insight cost centre.
• Manage the creation, maintenance, and improvement of all promotional codes across systems and reporting/measurement of use including overseeing an upgrade of the promotions engine.
• Oversee the selection of CRM data briefs both internally and by our campaign selection agencies.

What skills & experience you’ll need

• Strong analytical software skills, including proven ability in Excel. Background in SQL, SPSS, SAS or similar desired.
• Experience of building lite, agile qualitative research programmes to produce fast access to behavioural and attitudinal customer insight
• Experience of working with and interpreting multi-channel retail data, including statistical analysis.
• Experience of building and/or leading a data, insights and analysis team in a retail environment
• The ability to clearly and confidently articulate and present complex ideas/insight in a simple and straight forward way to a range of audiences
• The ability to focus on the detail, but also grasp the bigger picture is essential. And by understanding that bigger picture, can proactively generate insight to provoke strategic debate
• Ability to make sense of a complex IT environment, interpret data, and communicate findings concisely to a variety of audiences.
• Comfortable with multi-tasking and prioritising under pressure and to tight deadlines
• Solid understanding of quantitative and qualitative research methods
• Commercial, technically-minded, analytical, passionate, resourceful and imaginative
• Credible and confident to influence senior stakeholders – CEO, Op Board, Senior Management peer group
• Excellent written and verbal communication skills at all levels as well as developed interpersonal skills

What we offer you

At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries.

• Discount -Up to 50% discount
• Holiday – 25 days rising to 28 with length of service
• Holiday Buy – an opportunity to buy up to an additional 5 days holiday (pro-rata contract duration)
• 30% Bonus - In addition to our competitive salaries, all our employees are entitled to join a discretionary bonus scheme (based on policy eligibility)
• Perkplace Benefits Platform – offering a variety of discounts across well-being and lifestyle
• Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing
• Salary Sacrifice scheme for Electric vehicles (dependent on grade and meeting policy eligibility)
• Continued Development - Inclusion on our Leadership Development Programme
• Continued Development – We offer structured support from our own in-house Learning and Development Hub
• Private Healthcare with additional Babylon Digital Healthcare
• Pension Scheme
• Life Assurance

Additional Benefits

• Fruit basket daily
• Tea and coffee provided
• Hybrid working - option to work from home on Mondays and Fridays
• Flexi working approach – office working hours 9-5.30 pm, finish at 5pm on a Friday. Core hours 10-4pm to support ad hoc flexible days as agreed by Manager.
• Social - Christmas party/social events throughout the year
• Seasonal Sample Sales
• Volunteer Day - with a charity of your choice
• Great Location - Close to transport links - overground Shepherds Bush station /underground White City & Wood Lane stations. Westfield shopping centre with shops restaurants/bars/cinema and gyms