Head of retail and customer Insights in Deeside, Wales

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams. We understand that success is achieved through our people, and we are searching for a Head of Retail and Customer Insights to join our growing online business.

Purpose of the role: To lead our customer insight, market intelligence and advanced analytics function.

Scope of the role: Key leader responsible for transforming complex data into powerful insights that shape commercial decisions, improve customer experience and accelerate our growth. The role requires a unique blend of data expertise, strategic thinking and creative problem solving, leveraging AI and machine learning to unlock value from large and evolving data sets. Oversee a multidisciplinary insight team, providing leadership across customer analytics, market research, segmentation, predictive modelling and customer lifetime value.

Key Responsibilities:

• Customer & Market Insight: Lead the end-to-end customer insight strategy across the organisation, ensuring a deep, real-time understanding of shopping behaviours, needs, motivations, and trends. Own the integration and interpretation of external market data, competitor intelligence, industry trends, and macroeconomic influences. Oversee continuous and ad-hoc research programmes (qualitative and quantitative), customer panels, and brand tracking.
• Data Analytics & Modelling: Drive the development of advanced customer models, including segmentation, propensity models, churn prediction and customer lifetime value. Use AI and machine learning tools to analyse large, complex data sets and scale automated insight generation. Partner with data engineering teams to ensure robust data pipelines, governance, and data quality.
• Strategic Leadership & Collaboration: Translate data-driven insights into compelling narratives and actionable strategies for senior leadership, commercial teams, and store operations. Influence decision-making in key areas such as pricing, promotions, marketing, loyalty, product range, personalisation, and digital experience. Foster a culture of experimentation, data literacy, and customer-centric thinking across the organisation.
• Team Management & Development: Lead, develop, and mentor a high-performing team of customer insight specialists, analysts, data scientists, and researchers. Champion innovation and new methodologies in research, analytics, and AI adoption.

Our Values

• We love our customers: You are curious, you are open-minded, take risks, fail fast and learn quick.
• We look after our own: You are authentic, you use your strengths, are genuine & consistent.
• We work together: You are collaborative, you work cross-functionally, build external relationships.
• We hate waste: You are influential, you set the direction, you shape the plan.
• We care: You are brave, you make tough decisions for the greater good.

Benefits: A competitive salary with an excellent benefits package, 25 days holiday, plus 8 days bank holiday, 15% store discount, 30% club individual restaurant discount, discounted gym membership, charity fundraising events, educational sponsorship, enhanced maternity/paternity leave, long service awards, reward & recognition.