Senior Manager, Customer Insights & Analytics

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.

JOB PURPOSE

As Senior Manager, you will drive a holistic, insight-led view of the customer, influencing key decisions across product, merchandising, marketing, and retail. Acting as a strategic partner to senior stakeholders, you’ll embed a customer-centric mindset and ensure data drives decision-making across the business.

You’ll lead the creation of a single source of truth for customer performance, owning global KPI frameworks and delivering insights that unlock growth, retention, and exceptional client experiences.

RESPONSIBILITIES

Customer Insights & Analytics

• Build a comprehensive global view of customers using transactional and Voice of Customer data (NPS, Mystery Shopping, etc.)

• Analyse behaviour, segmentation, and lifetime value to identify growth opportunities

• Deliver insight-driven recommendations that influence senior leadership decisions

• Lead executive-level reporting on customer metrics for the CEO and Executive Committee

• Develop real-time dashboards and reporting frameworks for cross-functional teams

• Conduct deep-dive analyses into high-value and high-potential customer segments

• Champion data literacy across global and regional teams

Data, Technology & Governance

• Own and evolve Tableau-based reporting for retail and leadership teams

• Partner with Tech and Data teams to ensure data quality, governance, and compliance

• Drive the evolution of CRM and MarTech capabilities

• Oversee CRM roadmap delivery and future analytics capabilities

• Ensure full compliance with GDPR and global privacy standards

Leadership & Collaboration

• Act as a trusted advisor to senior stakeholders across Retail, Digital, and Marketing

• Partner with regional teams to embed insights into local decisions and strategies

• Mentor and develop team members while shaping the future of the insights function

• Collaborate globally to ensure consistent measurement and reporting standards

PERSONAL PROFILE

• Strong experience in customer insights/analytics within retail or luxury environments

• Advanced analytical capability, including segmentation, modelling, and large dataset analysis

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

• Strong understanding of omnichannel measurement and attribution

• Proven ability to translate complex data into clear, compelling business narratives

• Experience leading teams and influencing senior stakeholders

• A customer-obsessed mindset with deep appreciation for luxury client expectations

• Excellent communication and presentation skills

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