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.
For examples of recent policy wins on behalf of members from this and other communities, check out our Member Value Statement 2026.
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 ReleaseSpending stalls ahead of Black Friday
10 Nov 2026- Member Access
ReportRetail Sales Monitor October: Spending stalls ahead of Black Friday
10 Nov 2026 - Member Access
ReportFootfall Monitor: Stormy weather takes its toll on footfall
06 Nov 2026 - Member Access
ReportEconomic Monitor: Fuel costs dent confidence as households brace for higher interest rates
06 Nov 2026 
Press ReleaseNo breathing space for retail as Budget keeps costs climbing
28 Oct 2026- Member AccessReport
Shop Price Monitor: Budget must stop rising costs feeding inflation
27 Oct 2026 
Associate InsightModernising Pennies: Scaling Micro-Donations for Greater Social Impact
23 Oct 2026- Member Access
ReportConsumer Sentiment Monitor - October 2026 - Consumer confidence tumbles ahead of Budget
22 Oct 2026 
Associate InsightDifferentiating with custom software
16 Oct 2026- Member Access
ReportScottish RSM September 2026: Scottish retail sales slump again in September
16 Oct 2026
What our members say
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 Managers
Tina Spooner
Strategic Insight Manager
Tina has over 20 years research experience in the UK retail industry, having worked with senior retailers across traditional and online retail organisations.
Prior to joining the BRC she was an Advisor on the Digital Business Council at Forrester Research, and also worked at IMRG where she launched the UK’s first Online Sales Benchmark.
Join a community
Join our member communities and get more advice and support on issues that matter to you.
