Lead Customer Analyst (CRM)

Ref: MON09390
Salary: Competitive salary & attractive benefits
Department: Marketing
Location: Notting Hill Village, London (W11)
Position type: Permanent
Hours / Duration: 37.5 hours
Closing date: 28/02/2018

Looking to join a global retailer who values people?  Then look no further.  We are committed to developing our people, last year we made numerous promotions across the business and raised over £100K through our Monsoon Charity Trust fund raise.  We have a strong brand with many talented people in the business along with a loyal customer base who knows our heritage.  We put people first and pride ourselves in attracting, developing, retaining and inspiring our talent.

This is a fantastic opportunity for a Lead Customer Analyst to join our Customer Engagement team, reporting to the Senior Customer Engagement Manager.

This exciting new position will work across both the Monsoon & Accessorize brands and will give you the opportunity to work on some high profile projects within the business.

This role is incredibly important to our success.  You will help to inform and achieve business goals and objectives through the design, delivery and interpretation of customer insight from customer behavioural and transactional data.  As a Lead within the team, you will also coach and develop a Customer Analyst.

We are looking for an experienced Analyst who demonstrates a keen understanding of our customers; their behaviours, characteristics and relationship with our brands.

What will you do as a Lead Customer Analyst?

  • Working on exciting projects such as segmenting the customer base to allow for personalised targeting
  • Provide data-driven insight strategies to the business
  • Analyse a large customer database and also work with other data sources to perform deep dive analysis
  • Maintain and develop the RFM model developed for the business
  • Analyse project briefs and define the most appropriate analysis to adopt for each project
  • Develop dashboards to establish whether company goals are being achieved
  • Develop customer segmentation to inform the Customer Engagement Strategy
  • Develop analysis and reporting around two reward programmes to understand the impact and opportunities
  • Develop analysis & reporting for CRM campaigns, making recommendations based on the evaluation of campaign results
  • Develop analysis around customers, their behaviours across channels, and our customer lifecycle strategy
  • Develop analysis to support the commercial goals of the E-commerce team to seek out opportunities
  • Develop analysis that will support key strategic business decisions
  • Develop analysis and projection modelling to determine the effectiveness of the customer propositions across different business areas
  • Manage workload, output & prioritisation of team work load to meet agreed deadlines and deliverables
  • Researching and developing industry best practice in customer insight and analytics
  • Establish and build effective working relationships with key stakeholders

What will you need to succeed as a Lead Customer Analyst?

  • Educated to Degree level in Mathematics, Statistics, Economics or a related subject with a significant statistical content
  • Strong analytical background working on customer behaviour analysis, customer trends and customer segmentation
  • Strong SQL experience
  • Experience of using analytical tools such as Microstrategy / Tableau
  • Excellent time management - must be able to plan time effectively and prioritise
  • First class data manipulation and analytical skills
  • Working knowledge of data protection act / GDPR
  • Presentation skills
  • Excellent communication skills
  • Self-motivated, driven and has initiative
  • Organised, strong prioritisation and planning skills
  • Personable and articulate
  • Previous experience of working in a fashion retailer is desirable, though not essential

What are we like to work for?

If you're ambitious, Monsoon Accessorize is a great place to be.  We're still growing which means there are more opportunities than ever before.  We're also committed to developing our talent.  Last year, we made numerous promotions across the company and this year promises to be no exception.  You will enjoy a fantastic benefits package which includes an amazing discount across our brands, up to 25 days holiday, private medical insurance, pension, life assurance and an interest free season ticket loan.  We also provide a great range of Voluntary benefits with external companies that you can take advantage of such as discounts on gym memberships, sample sales and the opportunity to ride a tax free bike to work to name a few!

If you feel you have the potential to become a Lead Customer Analyst, we would love to hear from you.


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