Senior Customer Analyst – Customer Base Management
London (Hybrid, 2–3 days a week)
Up to £75,000
The Company
This well-established consumer brand is on a mission to strengthen its understanding of customer behaviour and loyalty. With millions of active customers and a growing focus on data-led decision-making, the business is building its analytics capability to drive smarter, more targeted engagement strategies. You’ll join an ambitious analytics team with a clear mandate — to optimise how the company manages and grows its customer base.
The Role
As the Senior Customer Analyst, you’ll take ownership of customer base performance, delivering insights that help retain, reactivate, and engage customers across the lifecycle. This is a high-impact role where you’ll shape segmentation frameworks, evaluate loyalty effectiveness, and identify opportunities to maximise customer lifetime value. You’ll work closely with CRM, Marketing, and Data teams to ensure every customer interaction is informed by insight.
Key Responsibilities
* Lead customer base management analysis to improve retention, reactivation, and engagement.
* Develop and refine customer segmentation models to inform targeting and communication strategies.
* Analyse loyalty and lifecycle data to understand what drives long-term customer value.
* Build dashboards and reporting tools to track key metrics such as churn, LTV, and frequency.
* Provide actionable recommendations that directly inform CRM and marketing strategies.
* Partner with senior stakeholders to embed customer insight into commercial and strategic planning.
Your Skills and Experience
* Proven background in customer base management and lifecycle analytics within a B2C or subscription-led business.
* Advanced SQL skills; Python or R experience advantageous.
* Skilled in visualisation and reporting tools such as Tableau, Looker, or Power BI.
* Strong understanding of customer value, churn, segmentation, and loyalty measurement.
* Excellent communicator who can translate data into clear business action.
* Collaborative mindset and strong commercial awareness.
Benefits
* Salary up to £75,000
* Hybrid working – 2–3 days per week in London
* Direct influence on customer engagement strategy and retention performance
* Supportive, data-driven culture focused on growth and innovation