Customer Intelligence Lead

About Charlotte Tilbury Beauty 

Founded in 2013 by world‑renowned makeup artist and beauty entrepreneur Charlotte Tilbury CBE, Charlotte Tilbury Beauty has transformed the global beauty industry with one mission: to empower everyone, everywhere to look and feel like the most confident version of themselves. With our easy‑to‑use, easy‑to‑choose, easy‑to‑gift icons, we’ve become one of the most talked‑about beauty brands on the planet - and the magic is only growing. 

Today, we’re a global beauty phenomenon, scaling at record speed across 50+ markets with over 3,000 Dream Team members bringing the Tilbury magic to life every single day. Across the world, our Retail Teams and Magic Offices work hand‑in‑hand to shape the Charlotte Tilbury experience - from the glamour of London and the style capitals of Europe, to the energy of the Americas, the vibrant beauty hubs of the Middle East and the fast‑growing innovation centres across APAC. Every region brings its own sparkle, culture and community, creating the unmistakable magic of Team Tilbury. 

We’re bold. We’re disruptive. We’re powered by creativity, innovation and industry‑leading tech. And as we continue to break records across countries, channels and categories, we’re looking for extraordinary talent to join us. 

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, dynamic and ever‑evolving environment where agility, ambition and a passion for excellence help our teams thrive. We look for people who want to grow, innovate and be part of a truly global #DreamTeam. 

While we outline the experience and skills we believe set candidates up for success, they’re a guide - not a barrier. If you can demonstrate the capabilities needed for the role, we’d love to hear from you, whether you have more or less experience than listed. 

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 everyone, everywhere, to feel like the most beautiful and confident version of themselves. We bring this to life by welcoming people from diverse backgrounds, cultures, identities, and perspectives into our global team. A workforce that reflects the world around us helps us better serve our communities, our customers, our colleagues, and every candidate who takes part in our recruitment process. 

If you need support or would like to apply through an alternative method, please contact us at [email protected] 

Want a closer look at life at Charlotte Tilbury Beauty? Follow our LinkedIn page! For updates, stories, and behind‑the‑scenes moments.