Head of Customer Insights

7 days ago

Hawthorn East, Victoria, Australia Coles Full time

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 individual to join our team and contribute to our continued success.

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