Head of Customer Excellence & Strategy

About the role

Mercury is seeking a senior leader to establish a commercial intelligence and strategy function that will underpin the next phase of growth for its Customer Retail business. Reporting to the GM Consumer Retail, you will own the customer and commercial strategy, driving insight‑led decisions across the portfolio.

Key responsibilities

• Build a foundational commercial intelligence capability from the ground up.
• Elevate insight‑led decision‑making across the retail business.
• Act as custodian of Customer Lifetime Value and the authoritative voice on commercial strategy.
• Lead a team responsible for the retail innovation roadmap, customer research, value management and commercial intelligence.
• Translate complex data and insights into clear strategic direction and portfolio decisions.

Required profile

• 15+ years of senior experience in strategy, commercial intelligence or insights leadership within complex, customer‑focused organisations (e.g., utilities, telecommunications, financial services, consumer retail).
• Proven track record of building or scaling a new function that enhances commercial intelligence.
• Background in customer value management, segmentation or product economics.
• Strong people leadership skills with experience coaching, developing and retaining high‑performing teams.
• Ability to turn complex data into clear strategy and make strong commercial judgments.
• Influential, customer‑led mindset with confidence to challenge senior leadership and drive alignment.
• Experience with AI‑enabled decision intelligence is highly valuable.

Required skills