Customer Insights Manager

About the Opportunity

We’re on the lookout for a customer‑obsessed leader who can turn data into growth.

Reporting to the GM of Customer Experience, the Customer & Insights Manager will be the driving force behind how we understand, engage, and retain our customers across the Total Tools and Hardware group. This newly created senior role connects the dots between data, strategy, and experience, helping to shape our loyalty programs, customer journeys, and campaign performance with actionable insights that deliver real commercial impact.

What you’ll be doing:

• Design and implement customer segmentation, personas, and behavioural models (RFM, CLTV, propensity).
• Analysis of loyalty program and customer data to surface optimisation opportunities, influencing roadmap, campaign and proposition decisions that drive commercial outcomes.
• Deliver insights to inform channel mix, product bundling, offer design, and campaign strategy.
• Support customer data integration across CDPs, CRMs, and digital platforms.
• Analyse campaign performance and promotional effectiveness to drive ROI.
• Lead the Voice of Customer program (NPS, CSAT) and surface actionable insights.
• Guide test‑and‑learn initiatives to improve personalisation and customer journeys.
• Manage and mentor a Customer Data Analyst, presenting insights with clarity and impact.

You’ll likely be a match if you have:

• 5 years+ experience in a customer insights, analytics, or ecommerce analytics role (retail/omnichannel preferred).
• Strong analytical skills with the ability to interpret customer data, market trends, and performance metrics to derive actionable insights.
• Sound knowledge in SQL, BI tools (Power BI, Tableau, Looker) and CRM/CDP platforms preferred.
• Experience with loyalty programs, segmentation, CLTV, and campaign analytics.
• Commercially savvy with strong stakeholder engagement skills, able to influence senior leaders through insights and storytelling.

This is your chance to shape a newly created role, build a high‑impact insights function, and directly influence how we engage with millions of customers.

You’ll work across our Heatherton and Port Melbourne offices, with a hybrid mix of three days onsite and two days from home.

What’s on offer

We’re proud to offer a workplace that supports your well-being, growth, and belonging: 

🏖️ Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually 

📚 Career Growth: Endless learning and development opportunities 

👶 Parental Leave: 12 weeks of gender-neutral paid leave for primary carers 

🌈 Inclusive Culture: Bronze Employer for LGBTQ Inclusion 

⚖️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025)  

🧠 Mental Health: Gold accreditation by Mental Health Australia 

🏡 Flexibility: Flex Ready and Family Friendly Workplace accredited 

About Us

At Total Tools & Hardware Group (Part of Metcash), we’re more than just a group of hardware and tool retailers — we’re a national network helping build stronger communities.

Backed by trusted brands like Mitre 10, Total Tools, and Home Timber & Hardware, TTHG supports independently owned, joint venture, and company-owned stores across Australia. With a strong focus on local ownership and expert advice, we give tradies, builders, and DIYers the edge they need to tackle any job — big or small. Whether it’s trade-quality tools from Total Tools or reliable hardware from Mitre 10 and HTH, TTHG is the powerhouse behind the stores that keep Australia building.

#INHT #LI-SC1