Customer Analytics Manager (Maternity Cover)

At Selfridges, our customers are at heart of everything we do. As Customer Analytics Manager (MAT Cover), you will help shape how we understand, measure, and improve the customer experience across both our stores and online. You’ll use your analytical expertise to uncover insights, influence decision-making, and support key business initiatives. This is a high-impact role requiring strong technical capability, commercial expertise and stakeholder influence within a fast-paced luxury retails environment. You will lead high-quality analysis and reporting to help the business grow. By partnering closely with the Finance and Membership teams, you will ensure data is at the heart of every decision we make.

Key Responsibilities

Customer Insights & Performance

Monitor and analyse customer behaviour through regular reporting and deep-dive analyses.
Identify retention and reactivation drivers, and overall customer value to support lifecycle marketing and strategic initiatives.

Retention Analytics

Unlocked program:Monitor and assess performance of the program, including enrolment,engagement and retention outcomes. Provide insights and recommendations that help optimise member experience and long-term value
Events:Use advanced analytics to identify and target the right customers for events. Evaluate event performance,measure impact on customer behaviour and highlight opportunities to enhance effectiveness and commercial return
Highlight opportunities to optimise the programme and enhance member value.

Data Visualisation & Storytelling

Build compelling dashboards and reports in Power BI for over 300 users that translate complex data into clear, actionable insights
Promote self-service analytics

Analytics Roadmap

Maintain and deliver the analytics roadmap, ensuring alignment with both immediate needs and long-term objectives

Data & Technical Leadership

Ensure accuracy, integrity and governance of customer data models
Perform UAT on new data models and enhancements entering the customer database, validating business logic and data accuracy before releasing
Collaborate with Data Engineering teams to identify, diagnose and resolve data quality issues within our customer base
Identify opportunities for automation and process improvements

What You’ll Bring

Strong SQL skills with daily hands-on usage required; proven experience querying and manipulating large complex datasets
Proficiency with data visualisation tools-ideally Power BI
Experience in customer analytics—ideally within a B2C, loyalty-focused, or subscription-based environment and solid understanding of key customer metrics such as retention, lifetime value, and churn.
Strong strategic thinking and ability to turn data into compelling stories.Ability to communicate insights clearly to both technical and non-technical audiences
Comfortable working cross-functionally and influencing stakeholders at different levels of the organisation
Excellent time-management skills, with the ability to balance multiple priorities
Genuine passion for understanding customer behaviour and enhancing customer experience
Curiosity, adaptability, and enthusiasm for learning new tools and approaches