Lucy Young
London
Summary
An accomplished data, analytics and insights leader with extensive multi-industry experience with strong passion for B2C businesses looking to grow. Recognized for driving value from data to directly influence business growth.
- Telegraph digital subscription revenue at the Telegraph has more than doubled and digital subscriber volumes have increased by 300% reaching 1m subscribers since joining.
- McDonald's UK saw double digit sales and visit growth, and steady market share increases (not easy to acheive in a very busy market)
Proven record of building exceptional teams, demonstrating a collaborative, adaptable solution focussed approach. Influencing the business beyond core discipline.
Currently leading the Insights and Analytics function for the Telegraph Media Group with responsibilities including all subscriber acquisition and retention optimisation, pricing & forecasting, audience & product development, advanced analytics (including Data Science team) Customer Research and CRM.
Overview
22
22
years of professional experience
Work history
Group Director of Insights, Analytics & CRM
Telegraph Media Group
London
2022.11 - 2025.06
- Promoted to lead the Telegraph's Insights and Analytics team (45 FTE) responsible for data, insights, and analytics delivery for product, digital subscriptions, customers and advertising. Developed team to include experts in data science, insight, customer research, reporting, analytics and CRM.
- Influenced the senior leaders to advise on all aspects of data led decisions (including pricing decisions, audience target segments and many other initiatives) - direct impact on the strategic direction of the business.
- Proven results with significant increases across many KPIs including digital subscription revenue +100% in 3 years, volume +50%, significant consistent readership increases.
- Evolved team's profile via increasing stakeholder engagement with regular updates, building relationships and encouraging talent development.
Director of Insights & Analytics (Subscriptions)
Telegraph Media Group
2020.10 - 2022.11
- Led team delivering all digital subscriptions focussed analytics, insights and reporting.
- Led pricing, offer and product analytics to identify revenue driving opportunities (including testing recommendations)
- Used data and insight to influence strategic business plans to enable optimisation (ie establishing content access rules)
Head of Insights & Analytics (Subscriptions)
Telegraph Media Group
2019.07 - 2020.10
- Designed and built automated dashboard suite
- Designed and conducted cohort analytics to identify subscriber acquisition and retention opportunities
- Built first data insight team
Interim Head of CRM
Gousto
2018.03 - 2018.07
- Optimized customer journey and communications for subscription and transactional business increasing retention
- Developed team to ensure strong empowerment and improved team morale and output
- Improved measurement of activities to ensure test and learn culture to optimize results and resource allocation
Head of Insight & KPI Development
Virgin Media
2017.01 - 2018.03
- Responsbile for leading all Executive level KPI reporting
- Led reporting rationalization programme across 35 teams
- Established VM's Information Governance Office
Business Insight & Marketing Effectiveness Consultant
Halfords & Whitbread Restaurants
2015.10 - 2016.01
- Designed and built structure to create Data & Insight team
- Created trading performance reporting suite
- Category analysis identifying pricing, promotion and marketing optimisation.
Head of Business Insights & Strategy
McDonald's UK
2013.10 - 2015.09
- Led McDonald's UK Business Insights and Strategy team of 12 owning customer strategy, analytics, performance communication, pricing, product development strategy, testing and marketing evaluation, quantification of business drivers and business planning
- Proven impact with continuous sales growth and continuous pipeline of new products launched and clear understanding of business drivers via analytics
- Responsible for evaluation of £100m annual marketing budget
- Designed test and learn evaluation processes
- Tripled the effectiveness of marketing budget in 3 years
Senior Commercial Manager
McDonald's UK
2009.11 - 2013.10
- Produced daily, weekly & monthly performance reports for senior leadership
- Lead on all sales forecasting, developed accuracy to +/- 1%
- Established 'Scenario Planning' forum for UK Executives, reviewing business risks and opportunities
- Responsible for business cases and evaluations for marketing campaigns, new products and business initiatives
- Conducted data analysis to optimize across menu management, pricing and operations
Competitor Insight Manager
McDonald's UK
2008.02 - 2009.11
- Established new Competitor Insight function to ensure full understanding of competitors' strategies, activities and impact on McDonald's business
Senior Business Strategy Analyst
McDonald's UK
2006.05 - 2008.02
Trainee, Analyst & Senior Analyst
Ohal Ltd (now Gain Theory)
2003.07 - 2006.04
- Built multivariate econometric models, identifying revenue drivers, calculating ROI and actionable opportunities for brand growth
- Clients included: Sainsbury's, Homebase, Reckitt Benckiser and Johnson & Johnson brands
- Rapid promotion through analyst levels with strong ability to simplify the complex results and make actionable recommendations
Education
Leadership Programme - Management
Henley Business School
Henley on Thames, Oxfordshire 2011 - 2011
CIMA Certificate in Business Accounting - Finance
BPP
London 2009.01 - 12/2009
Bachelor of Arts - Business Economics
Durham University
Durham 2000.09 - 09/2003
A-Levels and GCSEs -
Wimbledon High School
London 1993 - 1999
Skills
- Audience, product and subscriber analytics and insight
- Reporting & data visualisation
- Acquistition and retention optimisation
- Revenue and subscription forecasting
- Business case & strategy development
- Customer research & insight
- Leading high performing teams
Awards and achievements
- 2023 - Participant on Telegraph's inaugural Women's Leadership Development programme
- 2012 winner of McDonald's Olympics Award for ‘Above and Beyond performance and contribution'
- 2011 UK winner of McDonald's Global President's Award (top 1% of McDonald's employees)
References
References available upon request.
Timeline
Group Director of Insights, Analytics & CRM
Telegraph Media Group
2022.11 - 2025.06
Director of Insights & Analytics (Subscriptions)
Telegraph Media Group
2020.10 - 2022.11
Head of Insights & Analytics (Subscriptions)
Telegraph Media Group
2019.07 - 2020.10
Interim Head of CRM
Gousto
2018.03 - 2018.07
Head of Insight & KPI Development
Virgin Media
2017.01 - 2018.03
Business Insight & Marketing Effectiveness Consultant
Halfords & Whitbread Restaurants
2015.10 - 2016.01
Head of Business Insights & Strategy
McDonald's UK
2013.10 - 2015.09
Senior Commercial Manager
McDonald's UK
2009.11 - 2013.10
CIMA Certificate in Business Accounting - Finance
BPP
2009.01 - 12/2009
Competitor Insight Manager
McDonald's UK
2008.02 - 2009.11
Senior Business Strategy Analyst
McDonald's UK
2006.05 - 2008.02
Trainee, Analyst & Senior Analyst
Ohal Ltd (now Gain Theory)
2003.07 - 2006.04
Bachelor of Arts - Business Economics
Durham University
2000.09 - 09/2003
Leadership Programme - Management
Henley Business School
2011 - 2011
A-Levels and GCSEs -
Wimbledon High School
1993 - 1999