Senior Manager, Customer Insights & Analytics

Senior Manager, Customer Insights & Analytics

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, customers and communities. This core belief, guiding Burberry since its founding in 1856, is central to how we operate today.

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.

• 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
• 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 Mar Tech capabilities
• Oversee CRM roadmap delivery and future analytics capabilities
• Ensure full compliance with GDPR and global privacy standards
• 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

• 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 (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.

Education level:
None

Work experience:

2‑3 years

Location:

England, United Kingdom of Great Britain and Northern Ireland