Analytics Manager - CRM

Kingfisher

4d•$0 - $75,000•Hybrid

About The Position

Reporting into the Senior Customer Analytics Manager within the Customer & Data Team at B&Q, the Analytics Manager will be responsible for delivering high quality analysis and insights, answering complex and diverse questions from across the business. They will interact with a varied group of stakeholders to drive up the understanding of customers across the organisation, helping to shape our future strategies, improve customer experience, deepen engagement, drive revenue, and improve business efficiencies across both B&Q and TradePoint.

Requirements

Extensive analytical background.
Ability to write complex SQL queries and manipulate data using other languages such as Python or R.
Proven project leading experience, of leading an analytical team and working in complex matrix environments.
Ability to manage multiple stakeholders, deadlines, and deliverables effectively and efficiently.
Experience working within and leading teams using Agile methodologies and approaches.
Ability to apply Scrum, Kanban, or other frameworks to plan, execute, and review work.
Proven track record of being able to develop and coach highly technical teams.
Ability to mentor, motivate, and empower team members to grow their skills and performance.
Experience using cloud based analytical platforms such as Databricks, Snowflake, Google BigQuery and the like.
Ability to leverage the power and scalability of these platforms to handle large and complex data sets.
Experience of marketing campaign and CRM design and analysis, working with customer data to find key insights to inform and that drive change within the business.
Ability to measure the effectiveness and impact of marketing activities, optimize customer journeys, and increase customer retention and loyalty.
Full understanding and ability to use statistical methods such as hypothesis testing, confidence intervals, and p-values to draw valid conclusions and recommendations.
Care about Quality Assurance, and lead coding documentation and version control best practices.
Ensure the reliability, reproducibility, and reusability of code and data products.
Empathy to the importance of Data Governance and good Data Quality.
Knowledge of customer behavioural analysis and omnichannel personalisation.
Experience using tools like Jira/Confluence for managing workloads and documentation.
Ability to use these tools to organise, prioritise, and track tasks and projects.
Ability to create and maintain clear and concise documentation for team and stakeholders.
Curiosity about how things work and getting to the bottom of business problems and data nuances.
Ability to ask relevant and insightful questions, conduct thorough and rigorous analysis, and find creative and innovative solutions.
Understanding and maximising the value of analysis and data science, and acting with a commercial lens, prioritising the actions and usefulness of outputs.
Ability to translate business objectives into analytical goals, prioritise the most impactful and feasible actions, and communicate the value and benefits of outputs to the business.
Skilled storyteller who can bring value to others, knowing numbers don’t always speak for themselves and have excellent visuals to support.
Ability to create and present compelling and engaging reports and dashboards that convey insights and recommendations clearly and persuasively.
Must have the right to work in the UK.

Nice To Haves

Experience of marketing campaign and CRM design and analysis, working with customer data to find key insights to inform and that drive change within the business.
Knowledge of customer behavioural analysis and omnichannel personalisation.

Responsibilities

Responsible for analysis related to understanding customers, CRM & Loyalty, marketing performance, and broader retail Insight requirements.
Lead the planning, prioritisation and delivery of analytical work, managing the backlog using Agile practices and making clear trade off decisions across competing demands.
Lead a functional area of analysis within the team, while also supporting the wider set of deliverables across the business by identifying opportunities and making informed recommendations.
Run complex and high value analysis, forecasting and set the analytical bar for your domain through robust methods, clear recommendations and strong commercial judgement.
Coach, develop and lead analysts, building strong technical capability, commercial awareness and stakeholder influence.
Create a culture of learning, clarity, ownership and accountability.
Shape and challenge stakeholder demand, translating ambiguous questions into structured analytical approaches.
Build trusted relationships and influence decision making across CRM, Marketing, Digital, Commercial and wider teams.
Ensure analysis drives action, not just outputs.
Track adoption and impact, follow through on recommendations and push the business towards decisions grounded in customer value.
Work closely with Tech, Data Science, DVA and Group Data to apply shared frameworks, align on definitions and governance, and drive consistent, scalable ways of working.
Bring external thinking to B&Q by maintaining an awareness of analytics usage in retail and other sectors and by keeping abreast of competitor technology and developments.
Support the growth of new channels, Services, Digital, MarketPlace and Retail Media with key analysis and information.
Agitate the organisation to make sure we are fully realising the art of the possible and delivering maximum value to B&Q and our customers.
Build relationships with key stakeholders from across the business and translate their ambitions and goals into analytical challenges.