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
Associate InsightDifferentiating with custom software
16 Oct 2026- Member Access
ReportScottish RSM September 2026: Scottish retail sales slump again in September
16 Oct 2026 - Member Access
ReportRetail Sales Monitor September: Sluggish sales as shoppers look for Budget boost
13 Oct 2026 - Member Access
ReportFootfall Monitor: Budget action needed as footfall falls
09 Oct 2026 - Member Access
ReportEconomic Monitor: Diesel rises above £2 a litre, bond yields hit 6%
09 Oct 2026 
Associate InsightNine in 10 UK retailers hit by major disruption this year, but most are failing to plan for future risks
02 Oct 2026- Member Access
ArticleSurvey Open: HR Benchmark Q3 2026
01 Oct 2026 - Member AccessReport
Shop Price Monitor: Retailers keep prices low despite rising cost pressures
29 Sep 2026 - Member Access
ReportConsumer Sentiment Monitor - September 2026
24 Sep 2026 
Press ReleaseRetail jobs tank as employment costs soar
15 Sep 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 Manager
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.
