CRM Analytics & Customer Growth Specialist

IAG Loyalty; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

IAG Loyalty in London is seeking a Customer Analytics & CRM Specialist to shape CRM, segmentation and growth of our B2C retail proposition. You'll partner with Trading, Product, Engineering and Data teams to optimise journeys and personalisation.

In this hybrid role, you'll work across Avios Retail Domain, using data to influence trading, marketing and CRM strategy, delivering insights that drive acquisition, retention, and lifetime value.

Qualifications

• Experience in Customer/CRM/Ecommerce or Digital Trading analytics.
• Hands-on with CRM platforms such as Klaviyo or Contentful.
• Strong segmentation, lifecycle marketing and CRM strategy.
• Using customer data to influence commercial decisions.
• Strong SQL and data interpretation to deliver insights.
• Experience with GA4, Snowflake or Contentsquare.
• Understanding of ecommerce and digital customer journeys.
• Excellent stakeholder management to influence senior teams.
• Curious, commercially minded and data-driven expert.

Responsibilities

• Own the analytical foundations for CRM and customer engagement.
• Develop customer segmentation and audience strategies.
• Identify opportunities via customer insight with Trading/Marketing.
• Ensure correct data capture and activation across digital platforms.
• Analyze campaign performance across Email, SMS, Push.
• Design and evaluate A/B tests to improve experiences.
• Act as subject matter expert for CRM/analytics platforms.
• Translate data into actionable recommendations for Product/Marketing/Ecommerce.
• Build reporting frameworks for data-driven decisions.

Skills

CRM Analytics

SQL

Ecommerce Analytics

Digital Trading Analytics

Stakeholder management

Tools

Klaviyo

Contentful

Snowflake

GA4

Contentsquare

Job description

IAG Loyalty in London is seeking a Customer Analytics & CRM Specialist to shape CRM, segmentation and growth of our B2C retail proposition. You'll partner with Trading, Product, Engineering and Data teams to optimise journeys and personalisation.

In this hybrid role, you'll work across Avios Retail Domain, using data to influence trading, marketing and CRM strategy, delivering insights that drive acquisition, retention, and lifetime value.