Customer Analytics & Insights Manager

At Seasalt, creativity is in our DNA. We began in 1981 in a small shop in Penzance, crafting workwear for local mariners and artists. Today, we’re a modern lifestyle brand with over 80 shops across the UK and Ireland, 400+ wholesale stockists, and a growing global presence. We may have grown, but we’ve always stayed true to our roots with Cornwall’s artistic influence and maritime heritage woven into every garment.

As a certified B Corp and winner of Drapers “Best Place to Work” in 2024, we’re proud to balance our culture with long term growth. It's an exciting time to join us as we build on our distinct creative handwriting, brand differentiation, and expanding both internationally and in the UK.

Role Overview

As a Customer Analytics & Insights Manager, you'll use customer, market and business data to identify opportunities, solve problems and influence strategic decision-making. You'll transform complex data, customer feedback and market intelligence into clear recommendations that improve customer satisfaction, loyalty, retention and growth.

Working closely with teams across Marketing, Retail, Product, Finance and Operations, you'll act as a trusted expert on customer insight and experience. You'll combine commercial performance data with the voice of the customer to identify trends, uncover opportunities and support the development of customer-focused strategies and initiatives.

Please note this is a full-time, permanent role which is based remotely within the UK, with occasional travel to our Cornwall head offices.

Interviews for this role will be taking place on 27th and 28th August.

Key Responsibilities

• Analysing customer behaviour, feedback, engagement and transactional data to identify trends, opportunities, and risks.
• Producing holistic customer insights from experiential and transactional data with clear, conclusive impact analysis and recommendations to deliver our customer strategy.
• Monitoring customer satisfaction measures including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score), Trust Pilot (Trust Score) and complaints data.
• Designing and managing customer research programmes, including surveys, interviews, focus groups, customer panels and externally led agency insights.
• Taking ownership of Voice of Customer (VoC) processes to capture customer feedback, communicate internally and managing prioritisation and KPI measured deliverables.
• Researching, planning, scoping and leading new CX (Customer Experience) initiatives in line with strategy, roadmaps, and the CX register - managing all key initiatives and end-to-end customer journey.
• Partnering with business leaders to understand strategic priorities and insight requirements, confidently presenting findings and recommendations.
• Supporting business cases and strategic planning through customer analysis and forecasting, guiding in any area associated with business change impacting CX.
• Managing CX technology and data partnerships, to maximise contractual agreements.
• Developing and maintaining customer dashboards, reporting frameworks, customer forecasting and KPI tracking.
• Utilising CRM, survey platforms, and business intelligence tools to extract and analyse data.
• Producing promotional performance analysis to show impacts and effectiveness from a trading, customer and sales/profitability perspective across online and retail channels to develop optimisation recommendations to inform future promotional strategies.
• Role modelling and providing guidance on best practice and safe handling of customer data in line with business policies and GDPR.
• Line managing the Customer Analyst Assistant, demonstrating and influence high-performance that is respected as the ‘go-to’ for customer expertise and insight.