Senior Customer Insight & Loyalty Manager

KURT GEIGER; London; On-site; GBP 35,000 - 55,000; Full time

Job description

Kurt Geiger | About Us

We are an inclusive, creative footwear and accessories brand powered by kindness. We want to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from the energy and spirit of the city; its diversity and creativity. For over fifty years our team of in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature. It represents the good energy and love we have for our community and the many ways we collectively express our individual style.

We Are One: For Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | For Unity | Against Racism.

We are looking for a detail-oriented and analytical customer data professional to head up a newly formed Team. The ideal candidate will be responsible for analysing and interpreting customer data to provide actionable insights that drive business decisions, enhance customer experiences, and improve overall marketing strategies. The role requires a strong understanding of data analysis, customer behaviour, and data visualization, along with the ability to work cross-functionally with marketing, sales, and product teams. The successful applicant will have previous experience with Customer Segmentation and Analysis, not necessarily from a fashion background.

The role sits within a highly successful and profitable fast-growing ecommerce team. Candidates should be prepared to discuss their alignment to the core Kurt Geiger leadership principles of: Love Technology, Work Hard, Be Positive, Know What Good Looks Like, Own Your Own Future, Look For Solutions, Be a Part of a Team, Speak Up, Be Honest.

Data Collection & Management:

• Utilise customer data from multiple sources (CRM systems, transactional databases, web analytics, etc.) through mParticle and Snowflake our core Customer Data Profile Warehouse.
• Ensure the accuracy, consistency, and integrity of data used for analysis.

Customer Insights & Analysis:

• Analyse customer data to identify trends, behaviours, and preferences that inform business strategy.
• Own the Segmentation of the customer base based on demographics, purchase patterns, and behaviour to improve targeting and personalization strategies across un-paid & paid marketing channels.
• Perform cohort analysis, churn analysis, and lifetime value modelling (as examples) to assess customer retention and growth.

Reporting & Visualization:

• Create and maintain regular reports and dashboards to track key customer metrics such as acquisition, retention, and satisfaction.
• Use data visualization tools (e.g., Power BI, Tableau, etc.) to present findings in a clear and actionable manner for stakeholders.
• Provide ad-hoc analysis and reporting to support decision-making across departments.

Collaboration & Stakeholder Engagement:

• Work closely with marketing, product, and sales teams to understand their data needs and provide insights to guide decision-making.
• Support the development of customer-focused strategies through data-driven insights and recommendations.

Requirements:

• Previous experience in customer segmentation, with a focus on customer / marketing data.
• Experience working with CRM, CDP, analytics platforms, and data visualization tools (e.g., Google Analytics, Tableau, Power BI, SQL).
• Familiarity with customer segmentation, predictive modelling, and other statistical techniques.
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• Ability to work with large datasets and perform advanced statistical analysis.
• Excellent attention to detail and the ability to ensure data accuracy.
• Strong written and verbal communication skills, with the ability to present data findings in a clear and compelling way.
• Ability to work cross-functionally and engage with stakeholders at all levels.

Benefits:

• Competitive basic salary.
• Pension and life assurance.
• Enviable discounts.
• Gym Discounts.
• Summer Hours - 3pm Friday finish.
• Half Day, Pay Day Friday (once per month).
• RetailTrust support.
• And so much more!

If you're successful, you will work for a business which recognises that amazing people are the key to driving our business forward and fulfil our vision of being the world's leading multi-channel retailer of luxury branded shoes and accessories. We are a fast-paced business where no two days are the same, so you will need to be adaptable; but we will reward your hard-work, commitment and loyalty with a fantastic benefits package and very real opportunities for progression.

Our Culture:

We're an energic fast-paced brand that embraces progress and strives for innovation. Hard work is rewarded with new opportunities at every level and kindness is celebrated in everything we do. Our summer working hours accommodate a healthy work life balance. Wellbeing is important to our working culture, which is why we nurture a friendly environment for talent to thrive in, alongside a vibrant social community.

Our Stores:

The first Kurt Geiger store opened on London Bond street in 1963. Today, our brand has global appeal and is distributed in hundreds of cities around the world. We operate over 70 stand-alone stores nationwide, including our new flagship store on London Oxford street, and in over 400 stores globally. Beyond stand-alone stores and retail pop ups, our retail partners include some of the world's most famous department stores.

We Are One: For Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | Against Racism.