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Lead Analyst – CRM – Digital & Customer Analytics (C4)
Location: London Farringdon - JJ Mack SSC
In a Nutshell:
At Argos, data is one of the most important parts of how we operate, innovate and serve our customers; our Data & Analytics Team ambition is to build the most technically-advanced, commercial and impactful capability in the industry, powering our Next-Level Strategy and helping to create an AI-powered Argos, enabling More Argos, More Often through Inspiring Choice, Always Great Value and Supercharging our Digital Capabilities.
The role holder will analyse customer data and provide insights to drive effective customer relationship management (CRM) strategies. They will help the business understand how our marketing is performing, and identify trends to improve acquisition, growth and retention. They will work closely with CRM, marketing, and data science teams to support data-driven decision-making and optimise customer communications. They will be comfortable using segmentation, cohorts, audiences, Customer Lifetime Value, behavioural analysis and journey analytics to provide a clear and actionable view of customers.
What I Am Accountable For:
- Support the CRM team to deliver excellent campaign performance across multiple channels (e.g. email, web, push) through accurate forecasting, customer targeting recommendations and insightful post-campaign analysis.
- Identify trends in customer acquisition, retention and churn. Utilise customer models to improve targeting and personalisation.
- Build and maintain dashboards and reports using tools such as SQL, MicroStrategy or Power BI.
- Act as part of a cohesive Digital & Customer Analytics team by collaborating with and supporting the wider eCommerce, Digital Product Analytics and Marketplace Analytics functions; providing a complete and accurate analysis of our end-to-end Customer Journey and digital channel performance.
- Triage and assessment of D&A use cases to clearly understand the ask, providing subject matter expert input to guide the correct Data and Analytics approach to deliver the requirements.
- Effective stakeholder management across multiple teams and levels, up to senior leadership.
- Identification of new ways to improve and optimise existing ways of working through automation and optimisation, including research into emerging technologies and advancements in Data and Analytics technologies and capabilities.
- Work with data engineering teams to ensure our data pipelines are reliable and accurate. Support data validation and quality assurance processes.
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What I Need To Know
Essential:
- You must have experience in Customer or CRM analytics, including Customer Segmentation, Customer Lifetime Value, Behavioural Analysis and Journey Analytics.
- You are an expert in Data storytelling, turning complex and technical Analytics terminology into clear, unambiguous and engaging business direction.
- Extensive experience analysing data and multiple-source datasets to generate actionable insights from large, complex data environments.
- Hands-on experience with SQL, Power BI/MicroStrategy or similar, and familiarity with Snowflake, AWS or similar cloud data technologies.
- Understanding of A/B testing and statistical analysis.
- Expert knowledge of Digital data technologies and solutions across the data lifecycle—from data collection, definition and processing to enrichment, storage and visualisation.
- Proven ability to influence and manage senior stakeholders across multiple workstreams in a complex retail, omnichannel or digital environment.
- Experience acting as a subject matter expert within a Data and Analytics function and broader business, providing consultancy and direction on Digital and Customer analytics.
- Strong background in translating ambiguous business questions into data use cases, measurement frameworks and KPIs, with the ability to define clear success measures.
- Experience creating programme-level reporting, executive dashboards or senior-level progress updates.
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Desirable
- Knowledge or hands-on experience with Python/R and customer segmentation.
- Expertise in Digital Analytics and Customer Analytics measurement, including tools such as Adobe Analytics, GA4, Adobe Target, Heap, CRM platforms and CDP solutions.
- Understanding of advanced data strategies, including AI/ML, data monetisation, marketing effectiveness optimisation or advanced customer analytics.
- Experience working with or applying AI technologies, including LLMs, ML models or generative AI to enhance workflows, insight quality and speed-to-value.
- Experience in a digital, omnichannel or click-and-collect retail environment, where customers interact across Online and Store touchpoints.
- Experience and knowledge of Digital Experimentation, including A/B/n or MVT and / or Personalisation within a Digital Channel.
- Experience designing or implementing analytics operating models, governance frameworks or measurement methodologies.
- Experience managing, mentoring and upskilling direct reports and peers in Data & Analytics processes, tooling and best-practice.
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