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
ArticleFeeling Ahead and Its Impact on Executive Skills for Senior Leaders
27 Oct 2025
Associate InsightRetail crime: The legal risks retailers can’t ignore
13 Oct 2025
Associate InsightFixing Inventory Distortion - Who’s Winning, Who’s Failing, & What’s Working
06 Oct 2025- Member Access
ArticleSurvey Open: HR Benchmark Q3 2025
01 Oct 2025 
Press ReleaseHigh inflation weighing on consumer confidence
19 Sep 2025
Press ReleaseRetail jobs “falling by the wayside”
16 Sep 2025
Associate InsightTaking Stock Report 2025
16 Sep 2025
Press ReleaseConsumer confidence in the doldrums
21 Aug 2025
Associate InsightChange at the checkout 2025
18 Aug 2025
Associate InsightHow can retailers get future ready voice communications ahead of the PSTN switch-off?
12 Aug 2025
Upcoming Events
EventBRC Consumer Sentiment Monitor Briefing
Thu 6 November11:00 - 11:45
EventMasterclassLearning ProgrammeIn PersonEventSustainability Reporting Masterclass
Tue 11 November09:00 - 17:30The Form Rooms
EventWebinarSucceeding in a Challenging Retail Landscape: Leading through policy and market volatility
Tue 18 November11:00 - 12:00Livestorm
EventWebinarBRC 2025 Round-Up Briefing
Wed 21 January11:00 - 12:15Livestorm
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
Kris Hamer PhD
Director of Insight, BRC
Kris leads the BRC insight offer for its members and subscribers. He joined the BRC in 2022, having worked within the industry for over 25 years. Kris started his career on the shop floor at Tesco and Waitrose and subsequently led insight and operational change teams at major UK retailers including Asda and SSP Group. He has a PhD in applied statistics from a study on retail data and is a visiting fellow of Henley Business School.
Kris is a champion of the opportunities the industry provides to people of all backgrounds and is passionate about simplifying complexity that enables understanding and drives action.
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