Hush is an ambitious and distinctive fashion brand, with plans to double the business over the next few years. Founded 21 years ago, we are now established as one of the UK’s leading online fashion retailers. We employ around 130 employees across head office and retail, creating and selling a beautiful range of women’s clothing and accessories characterised by effortlessness, simplicity and a laidback sense of style. Despite the challenges to the retail industry, Hush has continued grow – and our company culture still reflects our entrepreneurial roots and relaxed aesthetic. We love hard-working and talented people with a can-do attitude and a passion for what they do.
About the role
At Hush, we’re on a mission to put the customer at the heart of everything we do. This role exists to make Hush smarter about our customers - embedding insight into how we grow, retain, and design for them.
As Customer Insights Lead, you’ll take the lead on turning data into action. Using transactional, behavioural, and survey data, you’ll deliver insights that shape marketing strategies, CRM journeys, customer segmentation, and, over time, range planning and product decisions.
Reporting directly to the CMO, you’ll work closely with our in-house Data Engineer to build the datasets, dashboards, and hypotheses that power smarter decision-making. You’ll also help define how we leverage artificial intelligence to enable rapid, insight-driven action across the business.
This isn’t a reporting role - it’s a strategic, commercially-focused position that ensures the customer remains at the centre of how we think and trade.
What you’ll do
Customer Segmentation & Lifecycle Value
* Build and maintain behavioural customer segmentations in Klaviyo and BigQuery.
* Model LTV, churn risk, and product affinities to power smarter journey design and retention strategies.
* Translate raw behaviour into clear, usable customer segments with practical activation plans for marketing and CRM.
CRM & Campaign Insight
* Evaluate email and paid remarketing performance at a customer level (not just campaign metrics).
* Design, run, and interpret test‑and‑learn programmes (e.g., reactivation window tests, frequency caps).
* Create feedback loops that connect customer data to channel performance, helping the Growth team optimise acquisition vs. retention spend.
Product & Range Analytics
* Link transactional + survey data to surface product insights that inform range planning.
* Identify cross‑category buying patterns that drive incremental value and attachment.
* Feed customer‑led insight into forecasting, seasonal planning, and customer communications.
Customer Dashboards, Enablement & Tooling
* Build and maintain self-serve dashboards tracking retention, LTV, churn, and core customer KPIs.
* Embed these dashboards into monthly trade, planning, and CRM routines with the CMO.
* Train Marketing, E‑com, Product, and Merch teams to interpret and act on insight.
* Stay current on emerging AI and analytics tools that accelerate decision-making or reduce manual work.
Data Strategy & Stewardship
* Partner with our in‑house Data Engineer to ensure the right data structures, joins, and refresh cadences.
* Own and socialise customer data definitions (e.g., Active Customer, CAC, LTV) to ensure consistency across the business.
* Spot data gaps; recommend fixes, enrichments, or new tooling where needed.
* Serve as the single source of truth for customer data.
Commercial Business Partnering
* Act as an internal consultant to Marketing, CRM, E‑com, Product, and Merchandising teams.
* Proactively surface insights that influence strategy, spend, and trading decisions.
* Present clear, commercial recommendations to senior stakeholders, including the CMO and SLT.
* Ruthlessly prioritise analytical effort by business value and speed of impact.
What You’ll Bring
Your Superpowers
* 3–5 years in customer or marketing analytics within a D2C, retail, or subscription business.
* Advanced SQL skills – you can pull data like a pro without breaking a sweat.
* Proven experience modelling LTV, retention, and churn (you know what keeps customers coming back… and what makes them leave).
* Hands-on with GA4 and Klaviyo (or similar CDP/ESP tools that make the magic happen).
* A track record of turning insight into real commercial wins.
* Confident building dashboards that tell the story at a glance.
Bonus Points
* Basic knowledge of Python or R (enough to impress at a data dinner party).
* Experience mixing structured and unstructured data like a true analytics bartender.
* A background with fashion, lifestyle, or premium brands (always a plus).
Your Working Style (a.k.a. How You Roll)
* Fast & pragmatic: you know when “good enough” beats “perfect but late.”
* Collaborative: loves a cross-functional brainstorm as much as a clean dataset.
* Strategic: big-picture thinker with a sharp eye on the numbers.
* Commercial: obsessed with turning data into impact, not just pretty charts.
Why you’ll love it here
🎉 A supportive, dynamic, and creative workplace.
🚀 Growth opportunities as we expand and innovate.
🏖️ Generous holiday allowance with flexible hybrid working options.
📚 Continuous professional development to keep you ahead of the curve.
🍻 Social events that celebrate our collective achievements.
💪🏼 Early-finish Fridays and flexible hours for a better work-life balance.
✨ Exclusive company discounts and perks.
Our Commitment
At Hush, we embrace diversity as a strength that drives innovation and creativity. We are dedicated to building an inclusive workplace where individuality is celebrated, and everyone feels empowered to succeed. Our culture reflects our commitment to equal opportunities and respect for all.
No agencies please.