Burberry Customer Analytics Manager

Burberry is a globally recognised British luxury fashion house known for its heritage craftsmanship, distinctive check pattern and leadership in luxury outerwear. The brand operates across retail, wholesale and digital channels worldwide and positions creativity, sustainability and customer experience at the core of its business.

1. Develop and maintain a holistic global customer view by synthesising transactional data with Voice‑of‑Customer inputs (NPS, mystery shopping, focus groups).
2. Analyse customer behaviour, segmentation, lifetime value and journey patterns to surface growth opportunities and optimise acquisition and retention strategies.
3. Define, track and present client KPIs and deliver executive‑level reporting for senior leadership, including CEO and Executive Committee updates.
4. Design, build and steward real‑time dashboards and reporting frameworks (Tableau) for cross‑functional teams from retail leadership to client advisors.
5. Partner with IT, Data and regional teams to ensure data quality, governance, deduplication and correct client assignment.
6. Drive CRM and MarTech platform evolution and oversee delivery of CRM roadmap initiatives in collaboration with Tech and Digital Product teams.
7. Lead deep‑dive analyses into high‑value or high‑potential client segments and translate insights into strategic recommendations.
8. Support regional analytics teams with tools, templates and training to embed data literacy and customer‑centric decision making across the organisation.
9. Ensure analytics and CRM practices comply with GDPR and relevant global privacy standards.

1. Proven track record in a retail or luxury environment focused on customer data and insights.
2. Demonstrable expertise in customer segmentation, lifetime value modelling, journey analytics and omnichannel attribution frameworks.
3. Experience with CRM platforms (e.g., Salesforce, Adobe, Oracle) and BI tools (Tableau, Power BI, Looker).
4. Experience leading or managing analytics/CRM teams and collaborating with senior stakeholders.
5. Strong strategic thinking with the ability to convert complex data into clear, actionable narratives for business decision makers.
6. Operational knowledge of data governance processes and GDPR compliance.

1. Tableau
2. Power BI
3. Looker
4. Salesforce
5. Adobe
6. Oracle
7. Customer segmentation
8. Lifetime value (LTV) modelling
9. Omnichannel attribution
10. Voice of Customer (NPS, mystery shopping)
11. Data governance
12. GDPR compliance
13. CRM roadmap delivery

Several years of progressive experience in customer analytics, CRM or retail analytics roles, including hands‑on work with large, complex datasets and prior experience managing or leading a small analytics team. Experience supporting cross‑regional programmes and executive reporting is expected.

Bachelor’s degree in Business, Economics, Statistics, Data Science or a related quantitative discipline; a master’s degree or equivalent advanced analytics qualification is desirable.

Burberry combines a strong creative heritage with a modern, digitally enabled approach to luxury. The company fosters cross‑disciplinary collaboration, emphasises sustainability and places a premium on customer experience and innovation within a fast‑paced global environment.