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Head of Customer Insights
2 months ago
About the Role
We are seeking a highly skilled and experienced professional to lead our customer data strategy and drive business outcomes through data-driven decision making.
Key Responsibilities
- Develop and implement a customer data strategy that supports the achievement of the broader marketing strategy and delivers on key components of the corporate plan.
- Lead a team of technical customer and marketing analysts to drive customer insights and advanced analytics.
- 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 business teams on use cases that enhance customer trust and transparency while generating a business return.
Requirements
- Holding a bachelor's degree in a business, technology, or a numeric discipline (e.g. Statistics, Maths, Computer Science, Data Science, Advanced Analytics).
- 15+ years of experience developing and leading a team of technical customer and marketing analysts.
- Strength in customer insights and advanced analytics, with 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.
- Influence across functions and a track record of landing large-scale analytical programs and initiatives that have driven tangible business outcomes.
- 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.
About Coles
Coles is a leading Australian retailer with a strong commitment to customer satisfaction and business excellence. We are seeking a talented professional to join our team and contribute to our continued success.
