Customer Analytics Manager

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

PURPOSE

As the Customer Analytics Manager, you will lead the charge in developing a holistic, insight‑driven view of our customers. Your work will directly influence product, merchandising, marketing, and retail strategies—elevating the luxury client experience and supporting long‑term, sustainable growth.

You’ll collaborate cross‑functionally across Retail, Digital, Merchandising, Marketing, and regional Customer teams to embed customer‑centric thinking throughout the organisation.

RESPONSIBILITIES

Customer Insights & Analytics

• Build a comprehensive global customer view using transactional data and Voice‑of‑Customer insights (NPS, Mystery Shopping, focus groups).

• Analyse customer behaviour, segmentation, lifetime value, and journey patterns to identify opportunities.

• Provide strategic recommendations that shape key business decisions.

• Define, track, and report on client KPIs—supporting acquisition and retention strategies.

• Lead executive‑level reporting on Client Metrics and Voice of Customer for the CEO and Executive Committee.

• Conduct deep dives on high‑value or high‑potential client segments.

• Develop and maintain real‑time dashboards and reporting frameworks for cross‑functional teams.

• Support regional teams with tools and solutions to power their day‑to‑day analytics needs.

• Champion a culture of data literacy across the business.

Data Governance & Technology

• Own and evolve Tableau‑based reporting for retail teams (from leadership to client advisors).

• Partner with IT and Data teams to ensure data quality, accuracy, and governance—supporting deduplication and reassignment processes.

• Drive CRM and MarTech platform evolution in partnership with Tech and Digital Product teams.

• Oversee delivery of CRM roadmap initiatives and plan future capabilities.

• Ensure compliance with GDPR and global privacy standards.

Cross‑Functional Leadership

• Retail Dashboard: Partner with Strategy and Retail Performance to develop the customer section of the Retail Dashboard.

• CBDT Project: Collaborate with the China Regional team to support data management, reporting, and 1:1 CRM processes post‑CBDT implementation.

PERSON PROFILE

• Experience in a retail environment with a focus on customer data and insights.

• Proven strength in analytics and managing large, complex datasets.

• Expertise in customer segmentation, analytics, and modelling.

• Understanding of omnichannel attribution and measurement frameworks.

• Experience with CRM platforms (e.g., Salesforce, Adobe, Oracle) and BI tools (Tableau, Power BI, Looker).

• Experience managing teams in a CRM or analytics setting.

• Strong strategic thinking and ability to turn data into compelling stories.

• Excellent communication skills and confidence engaging senior leadership.

• Customer‑obsessed mindset with deep understanding of luxury client expectations.

• Collaborative, proactive, and comfortable in a fast‑moving environment.

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.