Back to jobs

Head of Insight and Analytics

Job description

Role purpose:

In this role you will be responsible for bringing reporting and analytics in-house and building a best-in-class reporting and analytics function for the entire Fortnum & Mason business, helping to enable the next phase of customer and business growth.


You will help us improve decision-making, increase revenue, drive operational efficiency, and delight our customers with new and improved experiences. Ultimately you will continue the evolution of the reporting and analytics function from reactive to proactive.


You will need to be a technically capable leader who can effectively manipulate, organise and interpret data and create valuable, easy to understand insights for stakeholders at all levels around the business.


You will need to think big, challenge accepted practices, and influence across the organisation. You must be comfortable making decisions in an ambiguous environment and use strong communication skills to build and maintain trust with a cross-functional group of stakeholders and partners.


You will be a key part of the data transformation programme, helping to build a long-term vision and roadmap for the future as well as being actively involved in the implementation.


This is a hands on role, initially you will have a team of 2 analysts with a view to growing the team to effectively serve the business needs this will include building a data science capability to leverage the new F&M data set.


You will have a unique opportunity to help build the foundations for implementing a data-driven culture across the organisation and grow global analytical capabilities.


Reports to: 

Customer Engagement Director


Key relationships:

Management group


Key accountabilities:

*       Build the Analytics, reporting and insight function from ground up to support strategic organisation goals. Define the vision, principles and the required governance.

*       Maintain and improve the existing reporting and analytics infrastructure to support critical business functions

*       Review and optimise data quality - identifying and solving short terms issues as well as identifying long term potential 

*       Partner and provide support for teams around the business. Identify opportunities for improvement and prioritise a continuous improvement roadmap. Work with teams around the business to continue building a data-driven culture.

*       Specific support for the email team with campaign selections and ensuring the right individuals are targeted 

*       Lead role in the delivery of the data transformation project, work with relevant teams to develop the reporting and analytics infrastructure. Ensure that we can drive a step-change in reporting and insights through things like CLTV analysis and predictive modelling 

*       Key partner in customer data management, working with Data Technology to ensure data integrity and secure GDPR-compliant data management

*       Drive the regular Business reviews, and work with Management team to put together action plans / track progress

*       Manage the Analytics team budget and resources, clear understanding of value and ROI.


Role Specific Criteria (Experience/Behaviours/Technical Ability)

*       5+ years leading or working at a senior level within a high performing reporting and analytics team, ideally within th retail or luxury space

*       Excellent technical skills, experience with Microsoft suite of data and analytics products, Fast Stats, ecommerce analytics tools. Knowledge and experience of querying databases with tools such as R, Python, SQL advantageous

*       Expertise in extracting and transforming raw data into usable insights – specifically using MSFT tools such as Power BI, snowflake data warehouse, Google Analytics

*       Outstanding storytelling, and leadership skills. Confident presenting to ‘C-Suite’ leaders.

*       Experience hiring, developing, and leading high performing teams

*       Experience of project management – Proven ability to deliver projects on time and to budget - utilising project management processes. Experience prioritising competing demands, scoping large efforts and negotiating timelines

*       Experience in change management & change impact activities.

*       Ability to define business needs & objectives  and translate requirements into tangible D&A solutions.

*       Excellent analytical & problem-solving skills, able to think creatively & strategically and overcome obstacles.

*       Good understanding of GDPR and other data legislation

*       Collaborative approach to effective solution delivery, excellent communication skills - ability to communicate and influence at all levels. 

*       Understanding of machine learning and artificial intelligence and how it can be applied to business problems, including working with research scientists, economists, and data engineers.


We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment.

In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.


In return, we offer: 

  • A competitive salary
  • A generous store and restaurant discount of up to 40%
  • 25 days holidays pro rata (excluded bank holidays) and an extra day off for your birthday
  • A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
  • A range of opportunities to develop and grow personally and professionally
  • Excellent pension scheme