CRM Insights Analyst: Loyalty & CLV (Flexible Working)

MOLTON BROWN

Greater London

On-site

GBP 40,000 - 55,000

Full time

14 days+

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Job summary

Molton Brown in London is seeking a CRM Analyst to support the Digital business and CRM Manager by delivering customer lifetime value insights and global reporting across channels. You'll develop segmentation, CLV models, and dashboards to drive retention and ROI, analyse customer feedback, and contribute to loyalty initiatives, with a focus on recency, frequency, and value metrics across segments.

The role is fixed-term (12-14 months) and offers opportunities to influence campaigns and

Qualifications

Graduate or equivalent with an analytical background.
Experience in CRM analysis and customer insights reporting.
Proficiency with RFM modelling and loyalty data analysis.
Advanced Excel skills including v-lookups, pivot tables and complex formulas.

Responsibilities

Support the CRM Manager in maintaining customer insight and CLV reporting to all levels of the business.
Create customer tiering target models for segmentation and communication planning; regularly report on CLV metrics and maintain the CRM dashboard.
Identify consumer behaviour trends and propose improvements to maximise ROI on spend; conduct campaign wash-up analyses.
Review and analyse customer feedback from surveys, social media, online reviews and other sources.
Monitor competitor and loyalty trends across international territories; support customer research activities.
Provide support to the Digital Analytics and Optimisation Executive.