Senior Customer Analyst

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Description
Job Title: Senior Customer Analyst
Location: London with monthly travel to Norfolk
Reporting To: SVP Growth
Who we are
At Monica Vinader, we're on a mission to prove that buying better, wearing longer and doing better don't have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.
And don't just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:
• Ethical/Sustainable Jewellery Business of the Year 2021 & 2023, Retail Jeweller
• Jewellery Brand of the Year 2023, Retail Jeweller
• Queen's Award for Enterprise: Sustainable Development 2022
• Responsible Luxury Business of the Year 2023 & 2022, Positive Luxury
We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.
Where we need your help
We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.
The Senior Customer Analyst role is an exciting opportunity to support in delivering the significant digital growth we expect in the coming years. In particular, you will view this growth through a commercial customer & product lens. You will be the internal ambassador for customer data, encouraging team members at all levels to utilise customer insight to inform decision making. You will enable a step change in knowledge of how our customer engages with us, whether that be product, on site, price point, channel etc. Your knowledge of customer segmentation & LTV analysis will drive a shift in our ways of thinking, our short term trading decision making & our longer term strategic planning. This is an exciting role in a fast paced team with significant scope for impact.
What you'll do
Customer
• Be the governor of the critical LTV metric, understand & then educating the wider business how the core variables contributing to the dynamic of this metric are changing over time & subsequently where our opportunities for growth lie
• Support the retention team in providing customer segment level insight to inform CRM planning, offer code utilisation & in flight campaign/NPD improvements
• Partner with the analytics engineers to develop meticulous understanding of core returning customer metrics (RFM, repeat rates, revenue per customer, orderer rates, frequency, AOV etc) to tell a clear customer performance story to the wider business & inform key work streams within growth
Commercial & Product
• Working closely with Dir. Growth to optimise our trade calendar, in particular across peak periods
• Working closely with Growth & Product stakeholders to identify product level trends through a customer lens to help inform both short term sales & margin optimisation & longer term newness strategy & price architecture
• Analysing in depth NPD & continuity product performance at an AOV & LTV level by geography to inform both our acquisition & retention strategy
• Delving into customer level basket analysis to inform both channel optimisation & sets/ categorisation strategy to improve UPT
Reporting
• Support Growth team in bringing data to the forefront of decision making across trade, customer acquisition & customer retention
• Utilising our data visualisation tool, build a reporting suite that allows for daily, weekly & monthly actionable insight to be utilised across all functions
• Weekly support of digital trade decisions, providing insight & recommendations at a customer, channel & geographical level
Broader impact
• Key member of the cross functional data community at MV
• Collaborator across core commercial functions (growth, product, tech, data) & influencer of prioritisation based on data
• You will travel to our Holkham Head Office frequently to integrate with & deliver insights to influence product team
• You are proactively asking the most commercially relevant questions of our data & generating actionable insight on a consistent basis. Where the data is not available, you are influencing the central data product roadmap to incorporate in.
• Enabling self serve insight generation across functions through dashboard builds
• Exceptional visualisation of information to ensure digestible across all stakeholders (c-suite to CRM exec)
What you'll bring
• At least 4 years experience delivering actionable insights within a growth/customer team
• Retail experience preferable, with a commercial understanding of the key dynamics in a product led business
• Self starter with high levels of pro-activity to learn new platforms & take initiative on key workstreams
• Huge desire to learn - it's an incredibly broad role with massive opportunity to develop across a number of areas in Growth & Product
• Extensive experience using customer data
• Experience using data visualisation tools (Sigma, Power BI, Tableau, GA4)
• Coding knowledge desirable (SQL, R, Python etc)
To be successful at Monica Vinader...
• You are a doer
• You're a team player
• You're humble
• You are honest, straightforward and transparent
• You are a good teacher/mentor (approachable and accessible)
• You want to get your hands dirty
• You solve problems
• You are resilient
• You are flexible
• You are entrepreneurial, smart, and passionate
• If you don't know something, you say so. Then go figure it out quickly
• You love working in a creative environment
• You have a sense of humour
• You are an insatiable learner
Additional Requirements
Ability to document your authorisation to work in the United Kingdom.
Travel Requirements
Regular travel to our Norfolk office will be required.
Our Aims and Values
Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:
Customer Obsessed
Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
Caring
We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
Fast Paced
We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
Exceptional
We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.
Commercial
We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.
Monica Vinader as a global business makes the following inclusive culture pledge:Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.
This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.
Monica Vinader Ltd, Holkham Studios, Longlands, Holkham Park, Wells-next-the-Sea, Norfolk, NR23 1SH
www.monicavinader.com
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At Monica Vinader, we're on a mission to prove that buying better, wearing longer and doing better don't have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable. We are digital first, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.Further information is available at www.monicavinader.com
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