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
Skills
Customer Analysis
CRM