Customer Intelligence Lead

About Charlotte Tilbury Beauty

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.

Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.

Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the bran­d is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.

About the role

The Customer Insight team powers customer-centric decision making across Charlotte Tilbury, turning data into the insight that shapes our growth strategy. We bring together customer, digital, trade and market signals to understand how our customers discover, shop and stay loyal to the brand, and how we can serve them better at every step.

The Customer Intelligence Lead is a pivotal role in this team. Reporting to the Head of Customer Insights, you’ll own the day-to-day Customer Intelligence agenda setting priorities, defining how we measure customer performance, and ensuring insight is embedded into key commercial and marketing decisions.

You’ll balance hands on analytics with leadership and influence. You’ll lead complex analysis and modelling yourself where needed, while guiding a mid-weight Customer Intelligence Analyst and partnering with Data Science, Data Engineering, CRM, Digital and Marketing teams. Your work will shape how we acquire, retain and grow customers globally, and you’ll be a visible, trusted voice on customer performance for senior stakeholders across the business.

As a Customer Intelligence you will

The role covers the full customer insight lifecycle, from framing the right questions through to embedding recommendations and measuring impact. Responsibilities include

• Shaping and delivering the Customer Intelligence strategy, working with the Head of Customer Insights to define the roadmap, priorities and standards for customer insight.
• Owning customer metrics, frameworks and performance reporting, defining and governing KPIs such as acquisition efficiency, retention, loyalty, LTV and churn across channels and markets.
• Leading high-impact analysis and advanced analytics, running complex customer analysis, segmentation and propensity/LTV modelling to inform targeting, personalisation and optimisation activity.
• Translating insight into strategy and action, turning complex data into clear stories, recommendations and test-and-learn plans for senior stakeholders across CRM, Performance Marketing, Trade, Product and Finance.
• Shaping customer data foundations and tooling, partnering with Data Engineering and Data Science to ensure the architecture, data pipelines, models and tools provide a reliable, joined-up view of the customer and robust measurement.
• Line management of a Customer Insight Analyst, setting goals, prioritising workload, reviewing outputs and coaching for high performance and continual development.

Who you will work with

Data & AI Team, Digital etc.

About you

• Degree in a quantitative/STEM subject (or equivalent experience), with strong exposure to statistics or econometrics.
• Extensive experience in customer / marketing / CRM analytics in a consumer-facing business, delivering clear commercial impact.
• Advanced SQL and strong data-modelling skills, confident working with large, complex customer and transactional datasets.
• Proven track record leading end-to-end insight projects and turning findings into clear recommendations and actions, with high attention to detail and data quality.
• Experience managing or mentoring analysts, setting priorities and ensuring high-quality outputs.
• Excellent stakeholder management and storytelling skills, comfortable challenging and influencing senior leaders.
• Strong commercial acumen, with deep understanding of LTV, churn, acquisition, retention and their link to P&L.
• Experience with BI / visualisation tools (e.g. Looker, Tableau) and digital analytics (e.g. Snowplow, GA4).
• Experience introducing AI into analytical workflows (we are big believers in AI for productivity and would love to learn from your experience!)

Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a global #dreaamteam are key. Even though we have requirements, our experience and background are just a guide, we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated.

Why join us?

• Be a part of this values driven, high growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselves
• We’re a hybrid model with flexibility, allowing you to work how best suits you
• 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday
• Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey
• Financial security and planning with our pension and life assurance for all
• Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues
• Bring your furry friend to work with you on our allocated dog friendly days and spaces
• And not to forget our generous product discount and gifting!

At Charlotte Tilbury Beauty, our mission is to empower everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

If you want to learn more about life at Charlotte Tilbury Beauty please follow our LinkedIn page!