Customer Insight Analyst

Who We Are:

Abel & Cole has pioneered organic, ethical and sustainable food delivery for over 30 years. Doing things better is our bread and butter; from saving over 60 million plastic bags by using reusable boxes for our food deliveries, to finding alternatives to plastic long before it hit the headlines. We are forever challenging ourselves to find the most positive way to do business and want everyone to eat organic because it’s one way to save the future. It’s these values that enabled us to become B Corp certified; an optional audit we’ve gone through to recognise how we put people and planet before profit, as well as help us find room for further improvement.

We’re looking for more people to join our team of almost 600, to share our passion for doing the right thing even bigger and better than we do already. In a fast paced and competitive market, we know it’s our people who make the difference. We’ve learnt how important it is to recognise, develop and promote from within; and that trusting people lets them come up with the best ideas and that helps our entrepreneurial spirit to thrive.

Role Summary:

We are looking for someone who gets excited about Customer Lifetime Value! In this role, CLTV will be your bread and butter, from understanding performance, to spotting opportunities for growth and working with our Marketing and Trading teams to test and learn to drive incrementality. You will be used to talking about all thing’s customer quality, from who we choose to Acquire, how we Retain them and what tactics we can action to get them to buy more! This role is embedded into our Marketing team and so you’ll be working with a talented and knowledgeable team including our Acquisition Lead, our Performance Marketing Manager and our CRM and Retention Lead. This role will bring numbers and data to the forefront of every decision we make, ensuring all team members understand performance.

With so many inspiring and passionate members of the Abel & Cole family, the successful candidate must have the ability to build effective relationships across the business.

What You Will Be Doing:

• Report on and deliver actionable insight on LTV:CAC ratio by channel, cohort and segment both in terms of actuals and forecasting

• Ideate robust testing plans with the teams to drive print, digital and in-box campaigns that drive incremental sales, delivering directly into LTV

• Have a strong understanding of our NPS, brand awareness and customer satisfactions scores to help inform customer performance using both leading and lagging KPIs

• Lead and assist with ad hoc pieces of analysis based on opportunities you and the team spot dedicated to driving performance

• Feed into our Department OKRs on a quarterly cadence, both in terms of reporting against them but also developing what we should be reporting against to drive success

• Help to develop a new segmentation model in order to understand our customer performance better

About You:

• Excellent Excel, SQL (or other coding language) skills and experience with Google Analytics

• Experience in customer LTV/economics

• Experience in D2C business

• Exposure to Marketing budget including month end reporting

• Ability to present complex data clearly to a range of audiences

• Excellent relationship building skills

• Demonstrate integrity, dependability, responsibility, accountability

Nice To Have Skills And Experience:

• Exposure to a CRM system

• Experience in a food or subscription brand

• Involved with implementation of segmentation within a business or use of pre-existing segmentation

Behaviours:

• Data driven

• Natural problem solver

• Effective communication and organisational skills

• Self-assured and proactive

• Excellent team player

• Self-starter and takes initiative

• Highly analytical and inquisitive approach with an eye for detail

• Has a flexible attitude and is able to respond well to pressure and changing priorities

This is a hybrid role based out of our Wimbledon, with one day required, on site, per week.

Want To See More:

Check us out at: www.abelandcole.co.uk, https://bcorporation.net/directory/abel-cole, and Instagram

Abel & Cole promotes equal opportunities for all employees. We want our employees to feel they can be themselves at work and develop their talents to the full. Members of staff are expected to take personal responsibility for keeping our workplace free from discrimination, harassment, and bullying - a place where everyone is treated fairly and respectfully.

To support Abel & Cole’s commitment to inclusion and diversity, we ask that you remove all personal details from your CV. This includes removal of home address, D.O.B and place of education.