Head of Customer Data & Digital Analytics

As a Head of Customer Data & Digital Analytics you will be focused on ensuring our digital strategy and trading activity is data-led and grounded in insight through a Customer-First approach. You will lead and coach a “data & analytics centre of excellence”, all geared towards enabling your digital channel and marketing colleagues to deliver truly best-in-class customer acquisition and retention strategies and campaigns.

Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.  

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career. 
• Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them!
• Wagestream – access your wage before payday for when life happens.
• Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…

As we continue to develop our digital customer engagement strategy, you will play a key role in ensuring data-driven marketing is at the heart of what we do.

• You will lead our new Customer Data Platform (CDP) to deliver targeted audiences to activate our omni-channel strategy across paid, owned and earned channels.
• You will act as business lead for the data transformation programme to ensure we pour happiness into the lives of our customers through the delivery of an end-to-end customer measurement framework, optimising data foundations to help the business understand the value of our digital marketing activity and where we can improve.
• You will lead a team of 3 direct reports across data science, customer data and digital analytics skillsets (total team of 8).

As a  Head of Customer Data & Digital Analytics you will........

• Champion data-driven marketing – oversee how customer data is captured and stored, through to developing smarter targeting and a personalised omni-channel customer experience.
• Provide strategy, guidance and service to digital trading and marketing leads for digital trading activity across all digital channels including Social Media, CRM, SEO, Mobile, E-commerce and Paid Media. 
• Own and maximise value from the Customer Data Platform (Treasure Data & Braze) and related analytics (Power BI), developing a forward-thinking strategy and roadmap to ensure that our understanding of the ‘Customer’ is always at the fore, working alongside CDP Product and CRM teams.
• Lead data science strategy and development of segmentations and data modelling techniques to drive improved personalisation and customer engagement.
• Lead the digital analytics strategy including Google Analytics (GA360 implementation), bookings and attribution modelling, collaborating with Digital, Insight, Finance and Marketing leads to track performance through customer journey funnels.
• Work closely with the Head of Digital Trading & CRM to ensure effective trading across all digital channels, developing the appropriate strategies & plans to deliver outstanding customer programmes that acquire, retain and grow customer value – and show the value of these programs.
• Campaign effectiveness – build clear and coherent measurement frameworks to identify campaign, channel and offer performance to support continuous improvement.
• Work alongside the Digital Leadership Team (DLT) and Marketing Directors/Controllers to ensure all customer and digital marketing activity is grounded in insight.
• Lead on all aspects of customer data strategy, with support from internal data architects and external data agencies, ensuring it is governed by the appropriate processes.

What you’ll bring… 

• Significant experience within a customer insight and/or analytics function with clear examples of how your work has delivered commercial value.
• Confident facilitator and stakeholder manager.
• Prior experience and knowledge of managing business projects.
• Able to take complex data analysis and convert into simple yet compelling data stories that inform next best action.
• Strong data leader and understanding of Customer Data / CRM platforms – have experience in Treasure Data and Braze (or similar platforms).
• Expert user of digital analytics tools, e.g. Google Analytics, Power BI.
• Stickler for process – data governance is high on your agenda.
• Experience with managing external/3rd party suppliers.
• Capable of working to tight deadlines in a fast-paced environment.
• Experience working in a multi-brand business.
• Good analytical and commercial understanding. 
• Expert GDPR/PECR understanding and proven experience in applying data regulations to customer campaigns.

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