Customer Analyst

Role Overview

• Extract and analyse customer behaviour across online and offline channels to identify trends in acquisition, retention, repeat purchase, and churn.
• Conduct cohort and lifecycle analysis to understand how different customer groups perform over time.
• Identify key drivers of customer value, frequency, and engagement.
• Evaluate the performance of CRM campaigns (email, push, loyalty and personalisation) and provide recommendations to optimise targeting and engagement.
• Support the CRM team with segmentation analysis and audience insights to improve campaign effectiveness.
• Consolidate and analyse promotional and marketing activity to understand the impact on customer behaviour and sales.
• Work with our partner to build and maintain customer segments based on behaviour, value, demographics, and engagement.
• Support in identifying high-value and at-risk customer groups and provide recommendations to improve retention and loyalty.
• Support the development of customer personas and insights that inform marketing strategy.
• Develop dashboards and reports that track key customer metrics such as LTV, CAC, retention, repeat purchase rate, and customer profitability.
• Deliver regular reporting on customer performance and key marketing KPIs.
• Ensure accuracy and consistency across marketing and customer datasets.
• Partner with teams across CRM, Marketing, Digital, eCommerce, and Finance to support data-driven decision making.
• Translate complex data into clear insights and recommendations for stakeholders across the business.
• Support the Lead Customer Analyst with deeper analysis, experimentation, and strategic projects.

Requirements

• Must be proficient in using SQL to query large datasets
• Experience analysing customer data within retail, eCommerce, or consumer-focused businesses preferred.
• Understanding of customer lifecycle metrics such as acquisition, retention, churn, and lifetime value.
• Strong Excel / Google Sheets skills.
• Experience using analytics and visualisation tools such as Power BI, Tableau, or Looker Studio.
• Experience in querying customer or transaction databases advantageous.
• Strong analytical mindset with the ability to interpret large datasets and uncover insights.
• Ability to translate analysis into actionable business recommendations.
• Excellent attention to detail and data accuracy.

Tech Stack

• SQL
• Tableau

Benefits

• Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site!
• Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust.
• A free onsite gym, subsidised restaurant & café to fill you needs. Various social events to socialise throughout the year.
• Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment. We also work closely with the Retail Trust to create dedicated support for all our Islanders!
• Flexible working is a given, on top of payday and summer early finish Fridays.
• Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.
• Support with upskilling through on the job training and qualifications. A succession plan if you want to progress.
• A generous bonus scheme & private pension plan.
• The choice to opt in for healthcare through our provider AXA.
• 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!