SENIOR CUSTOMER ANALYST
Role: Senior Customer Analyst
Department: Ecommerce (Data & Insights)
Reports to: Head of CRM & Data
Location: Kingston-on-Thames
Hours: 37.5
Crew operate a growing portfolio of British fashion
brands that balance heritage with innovation. We celebrate our customers by
creating data-driven strategies that meet their needs across ecommerce and
retail environments.
We believe in collaboration, creativity, and delivering
insight that drives meaningful decisions. This role is key to shaping data
strategy, driving commercial outcomes, and supporting our transformation as we
integrate multiple brands into a unified digital and retail ecosystem.
PURPOSE OF THE ROLE
This role is a strategic partner across the Group’s brand
portfolio, driving customer and commercial insight across ecommerce and retail.
You’ll build predictive models, develop segmentation strategies, and deliver
actionable insights that influence trading, product planning, forecasting,
budgeting, and digital optimisation.
You’ll work within the Data & Insights team, partnering
cross-functionally to bring data to life through storytelling, dashboarding,
and forecasting. This is a pivotal role in a period of transformation as the
Group unifies its data infrastructure and migrates multiple brands into a new
shared ecosystem.
KEY RESPONSIBILITIES
* Deliver
robust, actionable customer insights across ecommerce and retail teams
using internal and external data sources
* Build
and deploy predictive models to support planning and forecasting (e.g.
Prophet for time series forecasting, price elasticity, lifetime value
modelling, attribution modelling, uplift modelling, LightGBM)
* Partner
with product, trading, marketing and retail stakeholders to guide
decision-making using clear, data-led recommendations
* Analyse
and visualise performance across customer journeys and ecommerce funnels,
recommending tests and experiments that drive growth
* Lead
the interpretation and presentation of insights, making complex datasets
accessible to non-technical stakeholders
* Design
and maintain dashboards and reports using Looker Studio and Power BI
* Ensure
data integrity, drive quality standards, and proactively identify
opportunities for performance improvement
KEY SKILLS AND EXPERIENCE
* Minimum
of 4 years’ experience working in a data-led role, including direct
involvement in designing and applying predictive models in a commercial
setting
* Proven
experience in a data or customer analyst role within a retail or ecommerce
environment
* Advanced
SQL skills and experience using segmentation/reporting tools such as
Apteco FastStats
* Experience
using BI and analytics platforms such as Power BI and Looker Studio
* Exposure
to predictive modelling techniques (e.g. Prophet, LightGBM, price
elasticity, attribution modelling, uplift modelling) and ability to build
models independently
* Strong
communication and storytelling skills with a talent for engaging
stakeholders at all levels
* Commercial
acumen and ability to translate insight into action
* Organised,
collaborative and able to prioritise in a fast-paced, multi-brand setting
DESIRABLE
* Familiarity
with ecommerce tools and platforms such as Ometria, ContentSquare, and
Fospha
* Experience
supporting data or digital transformation projects
* Knowledge
of Google Analytics and broader digital marketing measurement tools