Director, Performance & Data enablement - CRM & Loyalty

Introduction to the team

We are seeking a commercially astute and strategically driven Director of Performance & Data enablement to lead our CRM and Loyalty performance function. This role sits at the intersection of data science, customer strategy, and commercial performance, driving actionable insights that fuel customer engagement, retention, and lifetime value.

You will be responsible for shaping the Performance and data roadmap, partnering with cross-functional teams, and unlocking the full potential of our CRM and Loyalty programs through data-led decision making.

In this role, you will focus on

• Strategic Leadership: Define and lead the Performance strategy for CRM and Loyalty, aligned with broader commercial goals. Champion a test and learn culture, embedding data-driven thinking across campaigns and lifecycle programs.
• Commercial Impact: Translate complex data into clear, actionable insights that drive revenue, customer retention, and ROI. Partner with Finance, Marketing, and Product teams to forecast and measure the commercial impact of CRM initiatives.
• Customer Intelligence: Develop segmentation, predictive models, and lifetime value frameworks to optimize targeting and personalization. Monitor customer behavior trends and loyalty performance to inform strategic decisions.
• Team & Stakeholder Management: Lead and mentor a team of analysts, fostering a high-performance, collaborative environment. Act as a trusted advisor to senior stakeholders, presenting insights with clarity and influence.
• Data Infrastructure & Tools: Collaborate with Data Engineering and Martech teams to ensure robust data pipelines and tooling. Drive automation and scalability of reporting and analytics processes.

Experience and Qualifications

• Proven experience in a senior analytics role, ideally within CRM, Loyalty, or Customer Strategy.
• Strong commercial acumen with a track record of influencing business outcomes through data.
• Advanced proficiency in SQL, Python/R, and data visualization tools (e.g., Power BI, Tableau).
• Experience with customer data platforms, campaign management tools, and marketing automation.
• Excellent communication and stakeholder management skills.
• Experience leading and developing high-performing analytics teams.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

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