Customer Analyst

Naked Wines; Norwich; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A popular wine club in the UK is seeking a Customer Analyst to analyse customer behaviour and provide actionable insights. This hybrid role involves collaboration with multiple teams, focusing on improving customer acquisition, engagement, and retention. The ideal candidate should have 2-3 years of analytics experience and be proficient in SQL. The company offers a competitive salary, benefits, and a supportive work environment.

Benefits

Competitive salary

26 days holiday

Annual personal development budget

Wine allowance for research

Paid leave for volunteering

Qualifications

• 2-3 years' experience in analytics or data analysis role, ideally within D2C or e-commerce.
• Proven experience working with large, complex datasets using SQL.
• Experience with A/B testing or experimentation is a bonus.

Responsibilities

• Analyse customer behaviour across the full lifecycle.
• Build and evolve customer segmentations.
• Deliver insights into customer interactions with our website and apps.

Skills

Analytical skills

SQL proficiency

Customer-first mindset

Problem-solving skills

Communication skills

Job description

Overview

In a nutshell, we're all about making the world of wine a better place. We fund and source directly from independent winemakers to bring customers better quality wine for a better price. No thirsty middlemen as far as the eye can see.

It's a different way of doing things, sure. But it works. We're one of the UK's favourite wine clubs, shipping over 1 million (!) cases a year to curious wine lovers. And with an ambitious road ahead, we've got no plans on plugging the cork on growth.

Our global team (we have offices in the US and Australia, too) is entrepreneurial by nature, obsessive about customer experience and driven by performance. All things that make Naked a great place to grow both personally and professionally. And yes, we like wine. A lot.

It takes a village to be Naked. That's why we're always on the lookout for eager talent to join the club. And now, our Customer Analytics team is looking for a Customer Analyst to join the fun. This role sits at the heart of how we understand, acquire, engage and retain our customers. You'll partner closely with teams across Acquisition, Loyalty & Retention and Product, helping turn complex customer data into clear, actionable insights that drive smarter decisions and better outcomes.

If you're excited by customer behaviour, love digging into data, and want your analysis to genuinely influence strategy, there's a Naked welcome pack with your name on it. Together, we'll take Naked Wines to the next level - and share our not-so-well-kept secret with the world.

Location & Flexible working: London or Norwich Office Hybrid Role (1 day a week in the office).

What you'll do

• Analyse customer behaviour across the full lifecycle to uncover drivers of acquisition, engagement, retention and lifetime value (LTV)
• Build and evolve customer segmentations to support pricing, product development and personalised marketing strategies
• Support key strategic initiatives (such as retention programmes and lifecycle improvements) through exploratory analysis, experiment design and performance evaluation
• Analyse engagement with marketing communications to improve targeting, messaging and channel effectiveness
• Deliver insights into how customers interact with our website and apps, identifying opportunities to improve experience and conversion
• Translate business questions into clear, data-driven insights and practical recommendations
• Create and deliver dashboards, reports and presentations that work for both technical and non-technical audiences
• Monitor and interpret key customer and commercial KPIs, spotting opportunities to improve performance across the customer journey
• Support the design, execution and analysis of A/B tests and experiments

What you'll bring

• 2-3 years' experience in an analytics or data analysis role, ideally within D2C or e-commerce
• A strong commercial and customer-first mindset
• Proven experience working with large, complex datasets using SQL
• Strong analytical and problem-solving skills, with the ability to identify root causes and recommend data-led solutions
• Confident storytelling skills - you can clearly explain what the data is telling us and why it matters
• Strong written and verbal communication skills, with the ability to tailor insights to different audiences
• A collaborative approach and the ability to build effective working relationships across teams
• Good organisation and time-management skills, with the ability to meet deadlines
• An understanding of statistical methods and how they're applied to real business problems
• A results-oriented mindset and a genuine passion for using data to drive growth
• Experience with A/B testing or experimentation is a bonus (but not essential)

You have our Naked behaviours

• Ambition (dream big): Carrying out plans effectively and actively seeking opportunities to learn

• Judgement (make good decisions): Testing ideas and learning from outcomes; surfacing risks early
• Discipline (adhere to high standards): Planning well and delivering high-quality work consistently and efficiently
• Influence (have a big impact): Collaborating across teams and seeking input to widen expertise
• Accountability (take full responsibility): Sharing honest updates and taking responsibility for outcomes

Finally, you live by our Naked values

• You support all stakeholders from the Winemaker, through to the Customer. We are Naked Together
• You embrace growth, pushing yourself out of your comfort zone to overcome obstacles
• You always start with our customers and winemakers
• You keep it simple and are data-led, from the wine itself to the ways of working
• You do the right thing, holding yourself accountable with honesty and openness

Recruitment Process

First Interview > Task & Task Presentation > Final Interview

Benefits

As part of the Naked family, we want you to know we've got your back. Here are a few of the perks you'll enjoy when you join the team...

• A competitive salary of £50-60k pa (depending on location and experience) plus annual bonus opportunity
• 26 days holiday and bank holidays (you can buy or sell holiday too)
• A £300 annual personal development budget - we're passionate about supporting people to follow their dreams inside or outside of Naked
• £450 every year to treat yourself to some of our delicious wines...all in the name of research, of course
• We want to do our bit for the community and give everyone paid leave to volunteer
• We have Wellbeing Champions and access tomindfulness resources
• Enhanced parental leave
• We like to surprise and delight you with lovely thoughtful gifts including Naked Wine and lots more...

Equal Opportunities

At Naked Wines, we recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our winemakers and customers. Our commitment extends beyond wine to building a workforce that reflects the wide array of perspectives and experiences found across the UK. We believe that embracing diversity in our teams enables us to provide exceptional service and innovation.We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. To achieve this, Naked Wines encourages applications from individuals of disadvantaged socio-economic backgrounds, disabled persons, LGBTQ+ community members, Black, Asian and Minority Ethnic backgrounds, and those with lived experiences of discrimination.

Accessibility and Adjustments

Naked Wines is committed to providing reasonable adjustments throughout our recruitment process. We strive to be as accommodating as possible to ensure all candidates can participate fully. If you have specific requirements or need adjustments at any stage of the application or interview process, please do not hesitate to get in touch. In your application, feel free to indicate your preferred pronouns to help us better address and respect your identity throughout the process.