Customer Community
Strategy, sentiment, experience and data to enhance customer journeys
Uniting retail and associates to explore customer experience, sentiment, data analytics, and trends for enhancing customer-centric innovation.
The Customer Community brings together retail and associate members to focus on topics such as customer experience, customer journeys, customer sentiment and trends, and the supporting analysis and customer-centric innovation that enhance these.
We delve into specific areas such as customer relationship management, personalized marketing, loyalty and conversion and retention, and leveraging data analytics to understand customer preferences and behaviour.
By sharing insights, best practices, and industry trends, the group aims to equip its members to understand the landscape of opportunities and thought leadership in this space.
Member input and feedback are crucial for us to deliver this aim successfully. Please contact Director of Insight Kris Hamer with any thoughts, suggestions or feedback.
Functions
The following key roles and the teams that report into them:
Chief Customer Officer
Director of Marketing / CMO
Head of Customer Experience
Chief Retail Officer
Director of Retail Strategy
Director of Retail Development
Chief Operating Officer (COO)
Chief Commercial Officer
Head of Merchandising
Head of E-commerce
Director of Customer Relations
Latest Content
Press ReleaseConfidence collapses as war escalates
26 Mar 2026
BlogFree tool: assess your organisation's change readiness
24 Mar 2026
Press ReleaseRetail job losses risk a ‘jobless generation’
19 Mar 2026
Associate InsightBe our Guest: How the Hospitality mindset can elevate the Retail experience
17 Mar 2026- Blog
You can't pour from a empty cup
10 Mar 2026 
Press ReleaseRetail jobs at risk from rising employment costs
19 Feb 2026- Blog
When retail leaders are too busy to think, performance suffers
17 Feb 2026 
Press ReleaseJanuary sales boost for shoppers and retailers
10 Feb 2026
NewsBRC Learning introduces a new, improved vision for UK retail leadership
09 Feb 2026
Press Release‘Hints of optimism’ in consumer confidence
22 Jan 2026
Upcoming Events
EventWebinarBuilding bench strength before you need it
Wed 29 April11:00 - 12:00Livestorm
EventLeadership ProgrammeBRC Leaders Summer School 2026
Mon 1 Jun - Fri 31 JulThe Form Rooms, London
EventRoundtableBRC - Bank of England Directors' Round Table
Wed 30 September12:30 - 14:00Bank of England, Threadneedle Street, London EC2R 8AH
What our members say
The BRC allows a fiercely competitive sector to come together on some of the most important issues of the day. When it focuses on the long term topics that require well considered political and legal change it is at its most effective.
The BRC is invaluable in bringing retailers together to discuss crucial topics and then lobby the retailer message to government on our behalf. The BRC’s media presence and focus on promoting the interests of retailers allows us to align on issues impacting the sector.
A very effective business network that provides insight and coordinates industry opinion.
The BRC continues to do an excellent job of supporting the retail sector and its individual members on a wide variety of issues.
Adds a lot to our business, great sounding board, very well connected and able to influence.
A positive and considered voice for our industry, useful learning/ business-focused communities that help our team in their roles, and data insights that help us benchmark our performance.
Community Manager
Tina Spooner
Strategic Insight Manager
Tina is strategic insight manager at the BRC, ensuring retail members derive maximum benefit from our insight offering.
She has over 20 years experience working in the retail industry, having previously worked at Forrester Research and IMRG.
Join a community
Join our member communities and get more advice and support on issues that matter to you.
