Customer Insights Analyst

Hawes and Curtis; Greater London; On-site; GBP 42,000 - 62,000; Full time

Job summary

Hawes & Curtis is seeking a data-driven CRM and eCommerce analytics specialist to own data quality and deliver insights that drive CRM strategy across our brands. You will turn customer data into actionable recommendations, working across marketing, eCommerce and trading teams.

Responsibilities include analysing data with the Ometria CDP, building segmentation models, reporting on CRM and trading performance, and helping optimise customer engagement and lifetime value.

Qualifications

• Experience turning customer data into actionable CRM insights.
• Ability to tell stories with data, not just present reports.
• Experience with multi-channel retail or agency-to-client environments.

Responsibilities

• Improve customer data capture across eCommerce and retail channels with high data quality and consent management.
• Analyse transactional and behavioural data using Ometria CDP to identify trends and insights.
• Develop and maintain customer segmentation models for targeted marketing and personalised communications.
• Analyse CRM campaign performance and provide actionable optimisation recommendations.
• Produce weekly eCommerce trading reports and present insights to marketing, eCommerce and trading teams.

Skills

CRM analytics

Data storytelling

Customer data quality

Data-driven decision making

Stakeholder management

Excel

PowerPoint

GA4

Segmentation

Tools

Ometria CDP

Job description

Founded on Jermyn Street in 1913, Hawes & Curtis is a heritage British brand known for exceptional quality, timeless style and modern relevance. As the brand evolves, our focus is on balancing our tailoring-led legacy with a confident, contemporary lifestyle proposition — delivering luxury for less through elevated design, craftsmanship and clarity of message across both Men's and Womenswear.

The Role

You’ll be joining three well-established and growing fashion brands, responsible for the management of all data quality and data analytics. You’ll be instrumental in delivering true insights into customer behaviour that drive the CRM strategy.

Responsibilities

Customer Data Capture & Quality

• Improve customer data capture across eCommerce and retail channels, ensuring high data quality, strong consent management, and enriched customer profiles.
• Support best practices around data collection, permissions, and customer preference management.

CRM & Customer Data Analysis

• Analyse transactional and behavioural customer data using the Ometria CDP to identify trends and actionable insights.
• Explore customer behaviours, lifecycle stages, and purchasing patterns to support CRM and marketing strategy.

Segmentation & Audience Management

• Develop and maintain customer segmentation models to support targeted marketing and personalised communications.
• Build and manage audience selections for CRM campaigns across email and other marketing channels.

Campaign & CRM Performance Reporting

• Analyse CRM campaign performance and provide clear reporting with optimisation recommendations.
• Identify opportunities to improve engagement, retention, and customer lifetime value.

eCommerce Trading & Stakeholder Reporting

• Manage weekly eCommerce trading reports for Hawes & Curtis, highlighting key KPIs, trends, and performance drivers.
• Present CRM and customer insights to stakeholders during trading and performance meetings.
• Work closely with marketing, eCommerce, and trading teams to ensure data insights support commercial decision-making.

What we’re looking for

• Passion to improve customer insights, CRM performance
• A "seek & solve" mentality, continuing to unlock insights that improve customer experience and value
• The ability to tell stories and not simply present data reports
• Previous analytical experience, ideally within the multi-channel retail industry or alternatively from agency or consultancy side looking to move client side
• Experience of using CRM/CDP platforms for selections and analysis (e.g. Ometria)
• Solid skills in Excel, Powerpoint, and web analytics tools e.g. GA4
• Experience of data capture best practices
• Knowledge of database management and segmentation
• Ability to work to deadlines across multiple brands in a fast-paced environment
• Meticulous attention to detail and project management skills
• Excellent communication skills with the ability to present complex data clearly to stakeholders across the business
• Strong relationship building skills with cross-functional team

Why Join Hawes & Curtis?

• Play a key role in shaping the future voice of an iconic British brand
• Work at the intersection of heritage, modernity and commercial growth
• High level of creative ownership and influence
• Opportunity to build a brand platform with longevity and impact

If you are passionate about understanding customer insights and using CRM and eCommerce data to deliver more personalised and effective customer experiences - we would love to hear from you.