Overview
RESPONSIBILITIES:
Leadership & Influence
Provides leadership and support to the generation of Customer strategy and customer data. This role will be a lead in utilising data lakes, insight and WOW to enable a customer centric universe
Partners by challenging and influencing cross-functional teams to implement data-driven solutions that improve operational efficiency and effectiveness.
Build and maintain relationships with stakeholders at all levels of the organization to influence decision-making processes focusing on omni channel customer service & operations.
Develop and communicate a vision for how data can be used to drive business results across the Retail portfolio.
Performance & Reporting
Collect, analyse, and interpret data to provide insights into retail operations and customer behaviour.
Partner with Retail Ops to develop & support the creation of regular data-driven solutions to improve Retail operational efficiency and effectiveness through improved Customer service, utilising numerous internal and external data sources that advance overall business goals across the New Look retail portfolio.
Support the development of the service improvement action plan working with key stakeholders highlighting through monitoring key performance indicators (KPIs) and developing reports to track progress and identify opportunities for improvement.
Oversee the analysis & reporting of the Retail New Look Listens programmes and on an on-going basis, identify other Customer feedback mechanisms for future requirements
Identify trends and patterns in data to provide insights into customer behaviour and preferences.
Stay up-to-date with the latest trends and technologies in retail analytics to ensure the organization remains competitive.
Omni Channel & Customer Focus
Partnering across channels in developing omni channel operational strategies to ensure a Customer First Mindset.
As part of the wider Customer Service strategy, use outputs of Customer feedback & analysis to influence the planning & prioritisation of operational improvements
Support Retail Ops on Customer issues and provide regular analytical support to key stakeholders on the progress and impact of the service improvement action plan
Key member of cross-functional teams to support ad hoc data-driven solutions and will need to inspire and motivate others to achieve project goals
Build and maintain relationships with internal and external stakeholders to support data-driven decision making.
Skills and Education
Minimum of 5 years of experience in retail operations or a related field.
Experience in data analysis and reporting, including the use of statistical analysis tools and data visualization software.
Strong analytical skills and attention to detail.
Ability to communicate complex data insights to non-technical stakeholders.
Strong project management skills and ability to work independently.
Experience working with large datasets and data management tools
Behavioural Skills
You have excellent collaborative and stakeholder management skills
You have advanced analysis & modelling skills
You are proactive, self-motivated and commercially minded
You can innovate and solve problems with an optimistic but pragmatic approach
You are adaptable, hardworking, personable
Key Relationships
Internally the role is supports the upskilling colleagues in the fundamentals of strategic & operational thinking, and helping them to embed this behaviour across the business & Retail Portfolio
Key stakeholders:
Operational & Customer Directors
Customer Leadership team (incl Heads of Ecom Trade; Digital; Brand Marketing; Performance Marketing; Customer Experience; Digital Director)
Retail Operations Leadership Team & Retail territory leaders
Store Managers
Customer Planning and Analysis team
IT Data systems & BI
Location: London Office, W1W 8HJ
