Head of Customer Data

2 months ago

Hawthorn East, Australia Coles Group Full time

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

***:
**About the team**:
Customer powers one of Australia’s biggest brands. Our team connects us with millions of Aussies each week. Whether it’s through engaging content, omnichannel storytelling or thunderclap advertising that reaches 98% of Aussies, we connect in many ways.

**About the role**:
As our new Head of Customer Data, you will lead the customer data strategy for Coles Marketing that supports the achievement of the broader marketing strategy and delivers on key components of the corporate plan.

This is a transformational role with significant impact. You will drive a customer-obsessed culture, bringing the customer to the forefront of every decision, and will walk away with a sense of having made a real difference within a large, complex organisation.

**Applications close on Wednesday 25th of September.**

***
**What you’ll be doing**:
Reporting to the General Manager - Customer Engagement & Loyalty, you’ll develop the customer data strategy as it pertains to customer use cases including personalisation, direct marketing, loyalty and other customer facing channels.

**You’ll also**:

- Establish a centre of excellence, providing customer facing teams with insights that inform strategic programs for customer engagement via customer lifecycle management, loyalty and direct marketing
- Develop and define the customer data governance framework including the impact of changing privacy legislation and Coles’ responsibility in this regulatory environment
- Provide campaign analytics support and help drive overall effectiveness in marketing activities and models that drive customer actions.
- Advocate for the customer and advise the business teams on use cases that enhance customer trust and transparency whilst generating a business return.

**About you**:
Holding a bachelor’s degree in a business, technology or a numeric discipline (e.g. Statistics, Maths, Computer Science, Data Science, Advanced Analytics), you bring 15+ experience developing and leading a team of technical customer and marketing analysts.

With strength in customer insights and advanced analytics, you’ll have extensive experience working with customer or loyalty data as a Head of / GM of Insights / Customer Analytics coming from a high frequency customer environment such as media publishing, retail, or other consumer-focused industries.

Importantly, you influence across functions and have a track record of landing large scale analytical programs and initiatives which have driven tangible business outcomes.

***
**You’ll also need**:

- Demonstrated experience setting up and managing governance frameworks around customer data, ensuring compliance with consent and privacy regulations.
- Proven ability to transform data into actionable insights that drive business outcomes
- Exceptional storytelling and communication skills to convey complex data insights in an understandable and actionable way to business stakeholders.
- Customer-centric mindset, with a focus on using data to enhance customer experience and support business goals.
- Extensive analytical experience, preferably with strong programming skills across relevant software packages and an understanding of statistical methodologies.
- Strong team orientation and leadership skills with a track record of developing talent.

LI-MAR

With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is our investment and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work, additional leave and parental leave entitlements.

Job ID: 131996

Employment Type: Full time

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