Director Customer Analytics and Insights

The Director of Customer Analytics and Insights at Holt Renfrew plays a pivotal role in shaping the Brand’s strategy and decision-making through deep, actionable data insights. This role is responsible for developing a comprehensive understanding of Holt’s customers—including their purchasing behaviors, interests, and interactions across both physical and digital channels—as well as tracking emerging trends and customer evolution. The role focuses on enhancing customer modeling and insights to inform future planning and promotes data accessibility and adoption of data-driven decision-making across the organization.

• Shape and evolve customer segmentations to drive awareness and adoption across the organization.
• Guide the development and leverage of models to identify trends and opportunities.
• Contextualize, visualize, and share insights through storytelling to enable departmental alignment.
• Contribute to defining and measuring strategic initiatives and support their implementation.
• Identify opportunities to capture new data sources to improve data quality and context understanding.
• Manage governance of customer self-serve reports to support better operational decision making.
• Drive adoption and refine metrics and data points of self-serve reports based on user needs.
• Support ad-hoc business operational requests to develop tools and processes for business autonomy.
• Identify opportunities for growth in customer base and value in line with brand goals.
• Oversee customer data governance to ensure accuracy, consistency, quality, and security of data.
• Stay connected with ongoing projects to identify new data points for analysis enhancement.
• Explore connections between data pieces to support data preparation.

• Bachelor’s degree in data & analytics, business, marketing, or a quantitative field.
• 8+ years of experience in Data & Analytics or Marketing with a focus on data-driven decision-making.
• Strong grasp of relational databases and SQL environments.
• Experience with self-serve data visualizations (Power BI, Tableau).
• Proficient in developing data-driven models.
• Familiarity with modern cloud-based analytics platforms and tools like Python and PySpark.
• Advanced skills in Excel and PowerPoint.
• Proven leadership and influencing skills with the ability to drive results cross-functionally.
• Adaptable with a strong tolerance for ambiguity and change.
• Excellent analytical and problem-solving abilities.
• Strong interpersonal and communication skills.
• Knowledge of customer data privacy best practices.
• Solid business acumen connecting analytics to financial and strategic goals.
• An interest or passion for fashion is an asset.