Head of Analytics - Commercial

Octopus Energy

About Octopus Octopus Energy is all about clean, green energy with transparent pricing and a relentless commitment to customer experience. Join a global team dedicated to sustainability and green tech, where energy is good for the planet and your soul 💚 Embrace flat hierarchies and an open, agile culture that fosters innovation, flexibility, and creativity. At Octopus, great people get stuff done, all whilst being themselves. About the role Octopus was founded with a mission to use technology to accelerate us towards a low-carbon future. That’s why we created Kraken - our own technology platform from scratch which now serves over 70 Million households and is a core reason why Octopus is the number one energy supplier in the UK. We have been using GenAI in live, customer-facing environments since 2022, including one system that creates tens of thousands of high-quality emails for our Energy Specialists, combining our deep knowledge of the energy industry and the Octo communication style with customer-specific data from Kraken. We are looking for an experienced AI Lead to drive our use of GenAI to the next level, building and executing a strategy to keep us at the forefront of tech innovation in the energy space. In particular, the successful candidate would start as a hands-on builder, whilst building out a strong team around them to deliver upon an ambitious strategy. You’ll work on developing solutions that genuinely move us closer to Net Zero in a company passionate about building great technology to change the way customers use energy.

Back Market

HI, WE’RE BACK MARKET. We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us? DESCRIPTION We're looking for a strategic Head of Analytics (Care & Shipping) to drive data-driven decision-making in our Customer Care and Shipping operations. You'll ensure Customer Care is a competitive advantage for Back Market by building trust through exceptional experiences, and that our Shipping operation delivers seamless post-purchase journeys. You bring deep expertise in analytics, user research, and commercial strategy. You'll unlock actionable insights from marketplace, customer care, and logistics data to drive first class customer experience and operational efficiency. This role is perfect if you're passionate about measuring and improving customer satisfaction while optimizing operational effectiveness. If you thrive on crafting scalable data strategies, influencing decisions through analytics, and sabotaging the notion that great care has to be expensive—you're in the right place.   YOUR MISSION (IF YOU ACCEPT IT): 🥇 You'll drive analytics strategy across Customer Care and Shipping to elevate satisfaction, reduce costs, and improve delivery experience. Your insights will directly influence BPO performance, AI automation, carrier selection, and product roadmap priorities. Key Responsibilities: * Own satisfaction metrics across all care channels, diagnosing root causes and delivering actionable insights that improve resolution quality and reduce cost per contact * Build measurement frameworks for AI-powered care tools including agent QA scoring, volume forecasting, and automation ROI evaluation * Lead shipping analytics strategy: drive OTD improvement, carrier performance monitoring, and fraud detection while optimizing BackShip adoption * Partner with Product and Operations to quantify how product improvements impact care demand, translating findings into roadmap priorities that reduce Contact Rate * Provide data-driven scorecards for BPO partners and sellers, ensuring they meet Back Market quality standards • Develop end-to-end shipping economics models connecting logistics KPIs to customer retention and marketplace trust * Lead and mentor a team of analysts and analytics engineers, cultivating data-informed decision-making across the organization * Own analytics engineering: build scalable data pipelines in BigQuery and optimize data models for effective AI-enabled analysis   YOU ARE IN THE RIGHT PLACE IF: ⭐ You have: * 7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes * Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights * Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers * Strong understanding of how product experience impacts customer care demand and resolution * Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations * Excellent communication and project management skills—you simplify complex concepts for diverse audiences * Strong ability to manage cross-functional teams and collaborate with stakeholders including BPOs and external partners * Familiarity with BigQuery and advanced data analytics skills Nice to have: * Knowledge of data science applications for customer care, such as predictive modeling for volume forecasting * Experience in logistics and shipping analytics * Proficiency with Customer Care systems such as Intercom and Zendesk WHY SHOULD YOU JOIN US ? ✌🏼 At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2). No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: - A mission driven work environment where your day to day makes an impact on the planet. Seriously. - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training. At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values. We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.

Artefact

ACCOUNT DIRECTOR - PROGRAMMATIC & AD TECH HYBRID WORKING PATTERN London location WHO WE ARE Artefact is a new generation of data service provider, specialising in data consulting and data-driven digital marketing, dedicated to transforming data into business impact across the entire value chain of organisations. We are proud to say we’re enjoying skyrocketing growth. We have over 2000 employees across 26 offices who are focused on accelerating digital transformation. Thanks to a unique mix of company assets: state-of-the-art data technologies, lean AI agile methodologies for fast delivery, and cohesive teams of the finest business consultants, data analysts, data scientists, data engineers, and digital experts, all dedicated to bringing extra value to every client. The Retail Media and Analytics department is a digital media and ad tech consultancy team supporting international brands across programmatic advertising, retail media, analytics and marketing technology. Our work includes strategic media consultancy, platform reselling, account audits, campaign activation, client training and the implementation of platforms such as Display & Video 360 and Amazon DSP. REPORTS TO HEAD OF ANALYTICS & RETAIL MEDIA   Purpose of the Role This is a senior, client-facing leadership role combining media-team leadership with strategic and commercial ownership of a portfolio of programmatic and ad-tech reselling clients.  First, you will lead a team delivering media services for international clients. You will provide strategic direction, support the development of the team and help strengthen our full-funnel activations, with a particular focus on Amazon DSP, from CTV and prospecting through to retargeting. Second, you will own a portfolio of ad tech reselling clients, primarily using DV360. You will act as a senior client partner, responsible for strategic consultancy, account growth, renewals, commercial performance and delivery quality. Expert knowledge of DV360 is essential. Previous Amazon DSP experience is desirable but not required, provided you have the ability and motivation to develop expertise in the platform.   Key Responsibilities Media Leadership * Team Leadership * Lead and develop a team with responsibilities across media strategy, activation and client delivery. * Set clear priorities, responsibilities and quality standards across the team. * Support team members with complex strategic, operational and platform-related challenges. * Build scalable processes and ways of working across media accounts. * Take ownership of day-to-day team leadership and provide an effective escalation point for complex client matters.  * Media Strategy * Lead media strategy for international clients. * Provide strategic direction across Amazon DSP and the wider media ecosystem. * Support the development of client roadmaps, testing plans and growth opportunities. * Identify opportunities to connect programmatic, analytics and wider paid media activity. * Help develop the company’s media capabilities, proposition and best practices. * Capability Development * Develop strong working knowledge of Amazon DSP where experience is not already established. * Support team training and platform capability development. Ad Tech Reselling Account Leadership * Client Ownership * Own strategic relationships across a portfolio of DV360 and ad tech reselling clients. * Act as the primary senior contact and trusted advisor for assigned accounts. * Lead client communication, account planning, business reviews and strategic roadmaps. * Manage senior stakeholders across marketing, media, technology and procurement teams. * Take ownership of client satisfaction, account health and escalation management. * Programmatic Consultancy * Provide advanced consultancy across DV360, programmatic display and the wider ad tech ecosystem. * Conduct detailed account audits and identify optimisation opportunities. * Review campaign structure, inventory, audiences, measurement, creative and platform usage. * Translate findings into clear and prioritised recommendations. * Ensure recommendations are connected to client objectives and commercial outcomes. * Run client training sessions and strategic workshops when required. * Commercial Accountability * Own renewals and support commercial negotiations across assigned accounts. * Develop account growth plans and identify upselling and cross-selling opportunities. * Contribute to revenue growth and gross-margin targets. * Maintain accurate account forecasts and identify commercial risks. * Support the development and scalability of the ad tech reselling business. * Collaborate with Media and Analytics teams to identify integrated opportunities. * Account Governance * Maintain strong account governance, including documentation, meeting structures and action tracking. * Ensure consistently high standards of delivery and operational excellence. * Support invoicing and commercial administration where required. * Identify delivery risks and coordinate appropriate actions. Required Skills and Experience * At least five years of experience in programmatic and display media. * Expert knowledge of Display & Video 360. * Strong understanding of programmatic buying and the wider ad tech ecosystem. * Experience managing enterprise-level or international client relationships. * Experience leading or developing media professionals. * Proven ability to conduct account audits and develop strategic media recommendations. * Strong commercial mindset, with experience supporting account growth, renewals or commercial negotiations. * Strong presentation, communication and stakeholder management skills. * Ability to lead cross-functional conversations internally and externally. * Comfortable operating in a fast-paced and scaling organisation. Desirable Skills and Experience * Experience using Amazon DSP. * Knowledge of retail media networks and retail media strategy. * Exposure to analytics-led media planning and first-party data strategies. * Familiarity with Campaign Manager 360, Google Analytics or related marketing technology platforms. Success in This Role Looks Like * Media Activation * A confident and accountable media team. * Clearer team ownership and reduced dependency on senior leadership. * Improved quality and consistency of media strategy. * Ad Tech Reselling * Strong client retention and renewal rates. * Sustainable revenue and gross-margin growth. * Accurate account forecasting and effective commercial planning. * Increased adoption of consultancy and additional services. * Higher strategic maturity across DV360 client accounts. * Consistently high levels of client satisfaction and delivery quality. Why join Artefact? At Artefact, you will work with leading international brands alongside specialists in Data, AI, Analytics and Digital Marketing. You will have the opportunity to shape our programmatic, retail media and ad-tech offering while developing a high-performing team and trusted client relationships.  As part of our growing team, you'll enjoy: * Hybrid working * 25 days' annual leave, plus bank holidays, increasing with up to five additional days based on length of service. * Birthday day off  * Westfield healthcare * Subsidised gym membership, wellbeing initiatives and Cycle to Work scheme * Interest-free season ticket loan * Learning, career development and international opportunities across 26 global offices * Regular team socials and company events