Role purpose:
You will play a key role in growing the Customer Insight and Analytics capability supporting the entire Fortnum & Mason business, helping to enable the next phase of customer and business growth. This role will work closely with decision-makers to ensure data-driven approaches are embedded across teams.
Key areas of focus:
- Customer Insight Analytics – taking business questions/challenges and hypothesis and using data to provide an answer in a robust, non technical manner
- Power BI report developer – building actionable dashboards to allow the business to self-serve and drive insight as well as an ability to deep dive
- Good communication – strong stakeholder engagement with a proven ability to gather and interpret requirements, organisation and an agile approach are key
- Knowledge of marketing, e-commerce and CRM – demonstrating ability to provide the “so what does this mean” part of the analysis in the context of the business
- Data understanding – proven expertise in thinking through data problems, quality issues, incorporate new data into an existing structure and providing recommendations. Experience working alongside an IT team is desirable.
- Advance Analytics – Experience in key techniques : segmentation, LTV, basket analysis and predictive models. Experience with Machine Learning and AI not essential but an eagerness to learn is desirable.
- Capability to scope and evaluate testing for digital, ecommerce and CRM.
With a focus on Customer data and using your strong foundation of data knowledge, technical expertise and business acumen you will help us increase data-driven decision making, increase the desire for analytics and insight across the wider business as well as ensuring our customers have a more personnel experience. You will continue the evolution of the reporting and analytics function from reactive to predictive and proactive.
You will demonstrate your technical capability in being able to effectively manipulate, organise and interpret data and create valuable, easy to understand insights for stakeholders at all levels around the business.
You will need to think big, challenge accepted practices, and influence across the organisation. You will support the Customer Engagement Director and Head of Analytics and Insights with decision making and use great communication skills to build and maintain trust with a cross-functional group of stakeholders and partners.
You will be actively involved in the decision making and implementation of the data transformation programme.
This is a hands-on role, which will provide a unique opportunity to help build the foundations for implementing a data-driven culture across the organisation and grow analytical capabilities. It offers the chance for personal and professional development as the Fortnum & Mason business grows.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technologies and contribute to innovative projects.
- Support for professional development and continuous learning.
- A collaborative and inclusive work environment where your contributions are valued.
- Opportunity to develop project leadership and management skills.
Reports to: Head of Insight and Analytics
Key relationships:
Customer Engagement, Marketing & Online Teams, Buying & Merchandising, Hospitality, Operational Leadership Team, Management group, Executive Team
Key accountabilities:
- Support the Head of Insight and Analytics in building the analytics and insight capability to support strategic organisation goals
- Maintain and improve the existing reporting and analytics infrastructure to support critical business functions, automated and working with the wider IT team where necessary
- Working closely with IT to contribute to the design of datamarts, data warehouse and/or lakehouse solutions, with the analytics / customer data lens. As well as supporting data transformation projects as required.
- Produce and present insightful reports and dashboards for senior leadership, providing actionable recommendations based on data analysis.
- Stay abreast of industry trends and emerging technologies to continually enhance the analytics capabilities of the organization.
- Foster a culture of data-driven decision-making by promoting best practices and training teams around the business on analytical tools and techniques, this will include the development of new self-serve reports for teams around the business and adoption of Microsoft tools.
- Partner and provide support for teams around the business. Identify opportunities for improvement and prioritise a continuous improvement roadmap. Work with teams around the business to continue building a data-driven culture.
- Specifically support the execution of marketing and CRM campaign selections through hypotheses and insights to evaluate and optimise performance against KPIs.
- Working closely with the Head of Customer Engagement to develop test and learn plans to grow our Active Customer Base.
Role Specific Criteria (Experience/Behaviours/Technical Ability)
Essential
- Strong SQL knowledge to query databases and support with SCV amends
- Knowledge and experience tools such as R and Python as well as PowerBi would be advantageous
- Ability to take a business challenge/question and understand how to interrogate the data with the right assumptions to provide an answer
- Good communication and presentation skills, confident presenting senior management teams.
- Excellent analytical & problem-solving skills, able to think creatively & strategically and overcome obstacles.
- At least 3 years working in a customer or marketing analytical role
- Proven methodologies/processes to ensure analysis is analytically robust and appropriate rigour is applied throughout the entire process to ensure the solution is fit-for-purpose
- Keen interest in learning about new technologies / techniques and how it can be applied to business problems.
- Able to manage workload and good time management skills
- Good data visualisation skills
Desirable
- Knowledge working with Azure / Databricks / Fabric / Synapse / Adobe
- Curiosity, enthusiasm and a passion and willingness to seek and learn new concepts
- Knowledge of an ESP (e.g. Adestra) would be useful but not essential
- Experience working with a CDP would be useful but not essential
- Line management experience is not essential but will be part of the role in the future
We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment.
In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.
In return, we offer:
- A competitive salary
- A generous store and restaurant discount of up to 40%
- 25 days holidays (excluded bank holidays) and an extra day off for your birthday
- A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
- A range of opportunities to develop and grow personally and professionally
- Excellent pension scheme
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