Head of Customer Insight & Value

Mitre 10 has been a part of New Zealand's home improvement culture since 1974. An award-winning success story, inspiring Kiwi to love where they live, work and play with our home improvement, garden and trade offer.

We’re transforming how we understand, engage and create value for our customers.

As part of an exciting business transformation, we're looking for a strategic and commercially-minded Head of Customer Insight & Value to champion customer-led growth, leveraging data and insights to unlock value and shape investment decisions across the business.

Reporting to the Chief Customer & Growth Officer, this role will be responsible for unlocking growth opportunities through deep customer understanding, advanced analytics, behavioural insights and value-based decision making. You'll help shape how we grow customer loyalty, engagement, retention and lifetime value.

What You'll Be Doing

As our Head of Customer Insight & Value, you'll be the strategic and analytical engine behind customer-led growth across the business.

You'll:

• Lead the development of customer segmentation, value models and lifecycle frameworks.
• Build a deep understanding of customer behaviours and growth opportunities across all channels.
• Translate complex customer data into compelling commercial insights that influence executive decision-making.
• Champion customer value economics across the organisation, embedding customer lifetime value into investment and growth decisions.
• Develop and optimise loyalty and engagement strategies that drive retention, frequency, spend and share of wallet.
• Lead cross-functional initiatives that turn insights into measurable business outcomes.
• Build and develop a high-performing team of customer insight and analytics professionals.
• Partner with senior leaders across the business to shape strategy and prioritise investments for maximum customer and commercial value.

What You'll Bring

We're looking for a strategic leader who combines commercial acumen with a deep understanding of customer analytics and value creation.

You'll likely bring:

• Significant leadership experience in customer insight, analytics, CRM, engagement or customer value management.
• Expertise in customer segmentation, customer lifetime value (CLV), behavioural analytics and value modelling.
• Experience working with customer data platforms, analytics tools and CRM ecosystems.
• A proven track record of using customer insights to deliver tangible commercial outcomes.
• Strong financial and commercial literacy, including ROI measurement and investment prioritisation.
• Exceptional stakeholder management skills and the ability to influence at senior executive level.
• Experience building and leading high-performing teams through growth and change.
• A passion for innovation and finding new ways to create customer and business value.

Why you’ll love working with us:

We genuinely care about our people, and we’re committed to helping you thrive, at work and outside of it. You’ll enjoy:

• Mitre 10 team member discounts
• Attractive package
• Flexible working options
• Birthday leave (your special day off, on us!)
• Life and trauma insurance
• One paid wellness day per year.

If you're passionate about turning data into commercial outcomes and influencing strategy at an enterprise level, we'd love to hear from you.

Apply now

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