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Customer Analytics Director

Posted: 3 May 2021 Closes: 2 Jun 2021
London, England, United Kingdom Competitive
Permanent & Full-time -1492830456


We are transforming the way we deliver data, insight, and analytics to the business to enable us to move faster and drive positive customer-led change across the company.

To achieve this, we require a Customer Analytics Director to lead a new agile and fast-moving team of 7 direct reports across Customer Insight, Customer Research / Feedback, Onsite analytics and Descriptive Analytics & Data Science. There is the potential to grow the team further in line with delivered results.

This team will work closely with the existing data team in our tech function, but take on a distinct role responsible for: (i) Ad-hoc insight and analytics across a wide-ranging set of topics, serving the executive team and rest of the business (e.g., Why are our sales down/up in a particular territory and what should we do about it? What are the most effective 'next-best-actions' we can make in the customer journey to build loyalty with occasional customers? How do customers respond to our markdowns and what does this mean for how we run them?).

(ii) Exploring, developing, and building models on the most important customer topics (e.g. lifetime value, next-best-action) to drive better business decisions (e.g., LTV inputs into performance marketing). Note: where models are moved into production, this will be done within the existing data team.

(iii) Working with other departments to provide customer focused insight and reporting to empower them to make better customer led decisions across the company.

As a Senior Leader within the team, you'll work closely with senior leaders across the business, supporting strategic decision making and aiding business growth through using data to provide the insight needed to better understand our customers, expand our customer base and ultimately drive revenue.

This is an exciting, fast-paced, and multifaceted role within a high growth e-commerce business, and we are looking for an exceptional candidate to take on the challenge.


  • Lead vision and overall Customer insight and analytics strategy for MATCHESFASHION, working closely with Senior Stakeholders across the business (e.g., Brand and Content, Private Shopping, Customer Care and Product team)
  • Gain a deep understanding of department requirements and ensure teams have the right data and insight available to inform significant business decisions, thereby positively impacting revenue for the business
  • Provide effective leadership for the team across Customer Insight, Data Analytics, Customer Feedback, Customer Research, Onsite analytics and Data Science, ensuring they are equipped for success and any skills gaps within the team are identified and resolved in order to meet business requirements
  • Lead the team to manage and deliver both large strategic and tactical ad hoc projects in a timely manner, ensuring a focus on translating consumer research, analytics, and data science into impactful and actionable insight, and feeding back clear, actionable bespoke briefs to the various departments to influence their outcome through a stronger customer centric approach.
  • Lead the prioritisation and development of the most important areas of customer understanding and modelling (e.g., LTV), work to embed them in business decisions, and (where appropriate) work with the tech team to ensure seamless productionisation.
  • Lead and embed customer segmentation strategies, ensuring business are aware of customer demographics to inform individual department strategies.
  • Conduct high level review of analytics tools used and identify any areas for improvement and ensure suite of analytics tools used are fit for purpose and optimised.
  • Drive customer experience and voice of the customer measurement, ensuring results are effectively communicated back to the business and translating specific outcomes to various business areas to ensure opportunities or barriers to success are clearly understood.
  • Set and champion a clear set of common KPI's to ensure consistent data measurement across the business.
  • Work closely with our existing data and tech teams across all of the above.

  • Strong experience working in Senior level Customer Analytics roles, with previous experience ideally gained working within online Retail, Gaming or Travel industries.
  • A deep understanding of consumer needs and behaviours obtained through a blend of both quantitative and qualitative research and analytics techniques - with the skillset to link results across various data sets and approaches (internal and external) to surface and make sense of insights covering everything, for example, from attitudes and perceptions, to net profitability, to LTV, to markdown elasticity.
  • Strong previous experience working with Senior stakeholders to provide commercially sound, customer-centric, actionable insight, at pace i.e., an ability to 'land' analytics in business functions and drive impactful, pragmatic change fast.
  • A deep understanding of Analytics and Data Science principles and use cases within a commercial environment.
  • Strong Leadership experience, and a track record of developing and coaching team members and building high-performing teams.
  • Experience with working with a variety of Data tools, e.g., SPSS, R, Microstrategy, Adobe, Google Analytics, Databricks or similar.
  • Just as comfortable presenting in the boardroom as writing code with the team!
  • Likely background:
  • Business training / focus (e.g., in a management consultancy or similar) but with a very strong technical competency.
  • OR. Very strong technical background with significant experience of landing analytics / insight to drive rapid business change.

Skills and Competencies we are looking for
  • Great decision making: Highly analytical, able to translate large volumes of data (both quant and qual) into actionable insights; Strategic thinker, with high levels of commercial awareness.
  • : Able to work at a fast pace across multiple projects and streams with a bias for action.
  • Customers at the heart of our thinking: you have a passion for data and how this can impact on customer experience.
  • Action oriented and prioritise speed: Thrive within fast paced, agile organisations with a flexible outlook to rapidly evolving business requirements
  • Strong communicator, adept at building relationships with multiple stakeholders and can demonstrate the ability to build and maintain strong relationships with a wide range of stakeholders.
  • Organised, you deliver high quality work in a timely fashion, and overcome setbacks to deliver what is needed.


Diversity and Inclusion is a priority for MATCHESFASHION - we delight customers around the world and so it is important that our team represents our customers.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.


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