Customer
& Data
Store support office
The Customer and Data team is dedicated to understanding our customers, and providing the science that influences personalisation. From data quality and data governance to analytics, data science and insights, every team works together as one big, brilliant machine. By feeding the whole business with necessary information, they enable personalisation across all of our channels. This helps us build deep relationships with customers so they always choose to come to us, time and time again.
Our roles
CRM & Loyalty
Our CRM & Loyalty team focuses on developing personalised online marketing, driving better retention of first and repeat customers. Our Loyalty team develop programs alongside this, developing reward schemes for our different customer categories across B&Q and TradePoint. Within this area we have roles such as CRM Executives, Email Marketing Executives, and Loyalty Managers.
Customer Experience and Insights
Here our team of Insights Managers and Analysts work to understand and utilise the data we gain on our customers; from survey feedback and through interactions people have with B&Q. They interpret perceptions of our company and evolve our proposition, developing our customers’ experience for the future.
Data Science and Analysis
The Data Science and Analysis team oversee the transformation of B&Q’s data and insights capabilities. They define and answer critical strategic and customer-led questions for the business, and influence our decision-making. They analyse data to model scenarios that improve the customer experience, deepen engagement, drive revenue and improve business efficiencies across B&Q and Trade Point. Roles here include Data Scientist, Analytic Manager, and Data Visualisation and Automation.