At a Glance
- Tasks: Unlock customer insights and drive growth through data analytics and strategic recommendations.
- Company: Join Fortnum & Mason, a legendary brand on a data-driven journey.
- Benefits: Competitive salary, career development, and the chance to shape customer experiences.
- Other info: Be part of a dynamic team focused on innovation and continuous improvement.
- Why this job: Make a real impact by transforming customer data into actionable insights.
- Qualifications: Strong SQL and Power BI skills, with experience in customer analytics.
The predicted salary is between 40000 - 50000 £ per year.
- 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.
Customer Intelligence Manager in London employer: Fortnum & Mason
Fortnum & Mason is an exceptional employer, offering a vibrant work culture in the iconic setting of Piccadilly. With a commitment to employee growth and development, we provide ample opportunities for professional advancement alongside generous benefits such as a substantial discount and 25 days of holiday, making it a rewarding place to build your career in tax management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Intelligence Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fortnum & Mason. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fortnum & Mason before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Intelligence Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fortnum & Mason:Your cover letter is your chance to shine! Tell us why you want to work at Fortnum & Mason specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fortnum & Mason!
How to prepare for a job interview at Fortnum & Mason
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
