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
- Member Access
ArticleSurvey Open: HR Benchmark Q2 2025
01 Jul 2025 
Associate InsightHow Leading Retailers Are Evolving Loyalty for the Modern Consumer
27 Jun 2025
Associate InsightReimagining Retail Growth Through Simplified Global Expansion
24 Jun 2025
BlogEnvironmental Packaging Summit | Tomorrow’s packaging powerhouse: Future-proof, sustainable, unmissable
23 Jun 2025
Associate InsightHow tariffs could still impact UK retailers
23 Jun 2025
ArticleThe Four Lenses in Retail Leadership: Working Through the Friction
19 Jun 2025
Press ReleaseCosts filtering through as food inflation jumps in May
18 Jun 2025
Press ReleaseSlow start to summer shopping
13 Jun 2025
Press ReleaseRetail down by over 360,000 jobs in a decade
10 Jun 2025
Press ReleaseConsumers put the brakes on non-essential spending
10 Jun 2025
Upcoming Events
EventExternal EventAI-Native Networks for Scalable Retail Success
Tue 15 July14:00
EventExternal EventIn PersonTalking AI with Sainsbury’s: Building an AI strategy even your CFO will love; self-funded!
Wed 3 September08:30The Garden Cinema, 39-41 Parker St, London, WC2B 5PQ
EventMasterclassLearning ProgrammeHow to Integrate Nature into your Sustainability Strategy
Thu 11 September09:00 - 17:00The Form Rooms
EventExternal EventExcellence in Customer Engagement Summit London 2025
Tue 16 September09:15 - 18:00Convene 155 Bishopsgate, London
EventRoundtableBRC - Bank of England Directors' Round Table
Thu 25 September12:30
EventMasterclassLearning ProgrammeSustainability Masterclass: Developing and delivering your strategy
Tue 7 October09:00The Form Rooms
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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