Customer Insights Manager

DECJUBA; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

DECJUBA is seeking a Customer Insights Manager to turn complex data into practical insights that drive business decisions across customer, digital, retail, product and marketing analytics. You will deliver dashboards, models and recommendations to inform strategy, optimise campaigns and improve the omnichannel experience.

You’ll work closely with Customer Experience, eCommerce, Retail, CRM, Marketing and Technology teams to explore website behavior, segmentation, lifetime value and campaign

Qualifications

• Advanced SQL and Excel skills with proven experience handling large data sets.
• Strong experience turning raw data into actionable insights and commercial opportunities.
• Experience with web analytics tools such as Google Analytics and understanding digital behavior.
• Experience building clear data visualisations using Tableau, QlikView, Klipfolio or similar.
• Exposure to customer and marketing analytics including segmentation, ROI, NPS and lifecycle value.
• Experience with CRM, loyalty and customer data platforms; Klaviyo experience is highly regarded.
• Confident in moving beyond reporting to recommend next steps and actions.
• Excellent communication and presentation skills to engage diverse audiences.

Responsibilities

• Partner across teams to translate business questions into meaningful analysis.
• Translate data into clear insights, recommendations and presentations for stakeholders.
• Build and maintain dashboards and reporting for customer, digital and commercial performance.
• Analyse website behavior, traffic, conversion and journeys to improve digital experience.
• Segment data across channels and cohorts to understand behavior and demographics.
• Analyse customer feedback, satisfaction and NPS to identify trends and actions.
• Collaborate with CRM and Loyalty teams to improve segmentation and journeys.
• Develop models for lifetime value, propensity, ROI and engagement.
• Support test-and-learn by identifying data sets and measurement approaches.
• Strengthen data capability by improving reporting tools and communication.

Skills

SQL

Excel

Web Analytics

Data Visualization

CRM & Loyalty

Commercial Acumen

Communication

Proactive & Hands-on

AP21/Retail Systems

Tools

Tableau

QlikView

Klipfolio

Klaviyo

Job description

At DECJUBA, we are a proud B Corp Certified Australian fashion brand with a clear vision: to make our customers look and feel AMAZING. Known for aspirational, effortless style, we make getting dressed every day easy.

Our three brands, DECJUBA, D-LUXE Basics and DECJUBA Kids, bring that vision to life season after season. Reimagined by Tania Austin in 2008, DECJUBA is female‑owned and led, with more than 1,500 team members across our global Head Office and retail stores. Today, our retail footprint spans over 170 locations across Australia and New Zealand, alongside a growing global online presence. Because when our customers feel AMAZING, we know we’re doing what we do best.

THIS ISN’T JUST ABOUT REPORTING THE NUMBERS.

We’re looking for a Customer Insights Manager who can turn complexity into clarity. Someone who loves getting hands‑on with data, finding the story hiding underneath the numbers and turning that story into something the business can actually use.

You’ll work across customer, digital, retail, product and marketing data to uncover opportunities, challenge assumptions and help teams make smarter, faster decisions. Because great analysis shouldn’t leave people asking, “So what does this actually mean?”. You’ll already have the answer.

THE OPPORTUNITY

As our Customer Insights Manager, you’ll play a key role in helping DECJUBA better understand our customers, our channels and the opportunities sitting within our data. Working closely with our Customer Experience, eCommerce, Retail, Product, CRM, Marketing and Technology teams, you’ll deliver analysis, dashboards and recommendations that make complex information easy to understand and act on.

You’ll explore everything from website behaviour and conversion to customer segmentation, campaign performance, lifetime value and customer feedback, always looking at the bigger omnichannel picture before digging deeper into individual channels. This is a hands‑on role for someone who enjoys getting into the detail but can just as confidently step back, connect the dots and tell the story.

KEY RESPONSIBILITIES

• Partner across Customer Experience, eCommerce, Retail, Product, Marketing and Technology to understand business questions and turn them into meaningful analysis.
• Translate complex data into clear insights, recommendations and compelling presentations for stakeholders across the business.
• Build and maintain dashboards and reporting that make customer, digital and commercial performance easier to understand and action.
• Analyse website behaviour, traffic, conversion and customer journeys to identify opportunities to continually improve the digital experience.
• Segment customer and traffic data to better understand behaviour across channels, cohorts, acquisition sources, frequency, tenure and demographics.
• Analyse customer feedback, satisfaction and NPS data to identify emerging trends, opportunities and areas requiring action.
• Partner with CRM and Loyalty teams to improve customer segmentation, targeting and personalised customer journeys.
• Develop customer models and analysis across areas including lifetime value, propensity, campaign performance, ROI and customer engagement.
• Support test‑and‑learn activity by identifying data sets, measurement approaches and opportunities for experimentation.
• Help strengthen DECJUBA’s data capability by improving reporting, measurement tools, processes and how insights are communicated across the business.

ABOUT YOU

You’re naturally curious, commercially minded and comfortable asking “Why?” until the data gives you something useful. You’ll bring:

• Advanced SQL and Excel skills, with proven experience working directly with large and complex data sets.
• Strong experience turning raw data into actionable insights, recommendations and commercial opportunities.
• Experience with web analytics tools such as Google Analytics and a strong understanding of digital customer behaviour and conversion.
• Experience building clear, compelling data visualisations using tools such as Tableau, QlikView, Klipfolio or similar.
• Exposure to customer and marketing analytics including segmentation, campaign performance, ROI, NPS, propensity modelling and customer lifetime value.
• Experience working with CRM, loyalty and customer data platforms, with Klaviyo experience highly regarded.
• Strong commercial acumen and analytical problem‑solving skills, with the confidence to move beyond reporting what happened and explain what should happen next.
• Excellent communication and presentation skills, with the ability to make complex analysis simple, engaging and relevant to different audiences.
• A proactive, hands‑on approach and the ability to manage multiple priorities and stakeholder needs at once.
• Experience with AP21, Profit Peak or similar retail systems would be highly regarded.

Most importantly, you’ll be curious enough to keep digging, commercially minded enough to know what matters and confident enough to turn your findings into action.

WHY DECJUBA?

We’re building the next chapter of DECJUBA, and we’re looking for people who want to make a real impact. You’ll have the opportunity to influence how we understand our customers, improve performance and make smarter decisions across the business. There’s room to challenge, experiment and grow.

At DECJUBA, we’re committed to ensuring our team reflects the diversity of our customers and our community. We recognise that we do our best work together and are focused on creating an AMAZING culture that supports our team members to be themselves and perform at their best. By creating an inclusive culture, we ensure diversity in all its forms, including all abilities, culture, race, gender, age and sexual orientation, is welcomed and celebrated and encourage applications from all candidates.

DECJUBA are a 2023 Circle Back Initiative Employer. We commit to respond to every applicant!