Customer Analytics & Insights Manager

United Kingdom Seasalt Cornwall At Seasalt, creativity is in our DNA. We began in 1981 in a small shop in Penzance, crafting workwear for local mariners and artists. Today, we're a modern lifestyle brand with over 80 shops across the UK and Ireland, 400+ wholesale stockists, and a growing global presence. We may have grown, but we've always stayed true to our roots with Cornwall's artistic influence and maritime heritage woven into every garment.

As a certified B Corp and winner of Drapers "Best Place to Work" in 2024, we're proud to balance our culture with long term growth. It's an exciting time to join us as we build on our distinct creative handwriting, brand differentiation, and expanding both internationally and in the UK.

As Customer Analytics & Insights Manager, you'll use customer, market and business data to identify opportunities, solve problems and influence strategic decision-making. You'll transform complex data, customer feedback and market intelligence into clear recommendations that improve customer satisfaction, loyalty, retention and growth.

Working closely with teams across Marketing, Retail, Product, Finance and Operations, you'll act as a trusted expert on customer insight and experience. You'll combine commercial performance data with the voice of the customer to identify trends, uncover opportunities and support the development of customer-focused strategies and initiatives.

Please note this is a full-time, permanent role which is based remotely within the UK, with occasional travel to our Cornwall head offices.

Interviews for this role will be taking place on 27th and 28th August.

You'll help us by

• Analysing customer behaviour, feedback, engagement and transactional data to identify trends, opportunities, and risks.

• Producing holistic customer insights from experiential and transactional data with clear, conclusive impact analysis and recommendations to deliver our customer strategy.

• Monitoring customer satisfaction measures including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score), Trust Pilot (Trust Score) and complaints data.

• Designing and managing customer research programmes, including surveys, interviews, focus groups, customer panels and externally led agency insights.

• Taking ownership of Voice of Customer (VoC) processes to capture customer feedback, communicate internally and managing prioritisation and KPI measured deliverables.

• Researching, planning, scoping and leading new CX (Customer Experience) initiatives in line with strategy, roadmaps, and the CX register - managing all key initiatives and end-to-end customer journey

• Partnering with business leaders to understand strategic priorities and insight requirements, confidently presenting findings and recommendations.

• Supporting business cases and strategic planning through customer analysis and forecasting, guiding in any area associated with business change impacting CX.

• Managing CX technology and data partnerships, to maximise contractual agreements.

• Developing and maintaining customer dashboards, reporting frameworks, customer forecasting and KPI tracking.

• Utilising CRM, survey platforms, and business intelligence tools to extract and analyse data.

• Producing promotional performance analysis to show impacts and effectiveness from a trading, customer and sales/profitability perspective across online and retail channels to develop optimisation recommendations to inform future promotional strategies

• Role modelling and providing guidance on best practice and safe handling of customer data in line with business policies and GDPR.

• Line managing the Customer Insight and Marketing Analyst, demonstrating and influence high-performance that is respected as the 'go-to' for customer expertise and insight.

The skills you'll be sharing with the team

• Experience in a Customer Insights, Market Research, Customer Experience, Business Intelligence, or similar analytical role.

• Strong understanding of qualitative and quantitative research methodologies.

• Strong analytical skills with the ability to interpret large complex datasets and identify meaningful trends, conclusions and commercial recommendations.

• Advanced skills in SQL for data extraction and analysis.

• Advanced experience of using Alteryx (or similar) analytical tools.

• Experience designing and managing customer research programmes.

• Ability to communicate and present complex findings clearly to non-technical audiences.

• Advanced Excel skills and experience using reporting and visualisation tools (e.g., Power BI, or similar).

• Strong stakeholder management and influencing skills.

• Excellent written and verbal communication skills, particularly the ability to present clear story telling based on complex data.

• Naturally curious with a passion for understanding customer behaviour, data and experience.

• Commercially aware and results oriented.

• Highly organised with strong attention to detail.

• Collaborative, proactive, and adaptable approach.

• Comfortable working independently and managing multiple priorities.

• Degree-level qualification in Business, Marketing, Statistics, Economics, Psychology, Social Sciences, Data Analytics, or equivalent experience.

Why we hope you'll love working with us:

The success of Seasalt is down to the skill and hard work of our team. We don't just want to attract the best and brightest people to come and work with us, we want you to stay and grow with us.

As well as doing everything we can to support your development professionally, we believe encouraging personal growth is just as important. So you can fulfil your passion and purpose, not just at work but in life, we offer a range of benefits that are designed to enhance your career and wellbeing:

• Salary: up to £45,000 depending on experience (Band 3)

• 34 days paid annual leave (including bank holidays), increasing with length of service

• Attractive 50% employee discount

• Flexible benefits allowance to personalise your benefits package

• Private Medical Scheme including 24/7 virtual GP

• Free access to our Employee Assistance Programme through Retail Trust with 24/7 support

• Pension plan with generous 7% employer contributions

• Life assurance programme

• Enhanced family leave policies

• Flexible working opportunities with our hybrid working approach

• Learning and Development opportunities

• Do Good Things with our two days per year paid volunteering opportunities

• Employee networks to develop and provide support to our people, including the Inclusion & Belonging Network

• 100s of savings on top retailers and gym memberships through our discount hub

At Seasalt we have a brilliant team of people - they're what make Seasalt a fantastic place to work. We love to celebrate uniqueness and are committed to making Seasalt a place where everyone feels they belong. As an inclusive employer, we want to invite a diverse range of candidates to apply for our roles.

We aim to work flexibly where possible and v