Customer Analyst

Are you a data-driven analyst with a passion for customer behaviour and CRM insight, looking for a new challenge within a fast-paced retail environment?

If so, we have an exciting opportunity for you to join us as a Loyalty & CRM Insight Analyst (Customer Analyst) on a 6-month fixed-term contract, where you'll play a key role in shaping and developing the My Fenwick Loyalty programme through actionable insight and analysis.

We offer hybrid working between your home and our offices on Wigmore Street, Central London, offering a collaborative and innovative working space.

Benefits

• Up to 25% discount in all Fenwick stores and fenwick. co. uk.
• 33 days annual leave (inclusive of 8 bank holidays) - pro rata to the length of your contract.
• We Care -24/7 GP, wellbeing advice & support service.
• Hybrid Working (typically Thursday & Friday working from home).

We're looking for a Loyalty & CRM Insight Analyst to help transform the My Fenwick Loyalty programme into a high-performing, data-driven growth engine.

You'll play a key role in turning rich customer data into clear, actionable insight that shapes how we target, engage, reward, and retain our members.

From identifying high-value customer segments to uncovering opportunities to improve retention and lifetime value, your work will directly influence decision-making across the business.

In this role, you'll work closely with CRM, BI & IT, Marketing, Digital, Buying & Merchandising, and Finance teams to deliver insight that drives meaningful commercial impact.

You'll analyse customer behaviour across both in-store and online channels, build segmentation models, and identify opportunities to improve the customer lifecycle, reduce churn, and optimise campaign performance.

You'll also design and maintain dashboards and reporting tools using platforms such as Power BI, Qlik, or Tableau to provide clear visibility of loyalty programme performance.

We're looking for someone with at least 3 years' experience in a customer insights or analytics role, with strong proficiency in SQL and Python for data extraction and analysis.

You'll bring advanced Excel skills, experience in dashboard development, and the ability to translate complex data into simple, compelling insight.

Strong analytical thinking, attention to detail, and commercial awareness are essential, along with the ability to communicate findings effectively and influence stakeholders with a customer-first mindset.

• What we are looking for in a candidate
• 3+ years in a customer insights role
• Strong proficiency in SQL and Python for data extraction, manipulation, and analysis
• Experience building dashboards using tools such as Qlik, Power BI or Tableau
• Advanced Excel skills (modelling, pivot tables, data analysis)
• Confident communicator who can tailor messages for both technical and non-technical audiences
• Skilled in data-driven storytelling
• Commercially minded with a strong understanding of how insight drives customer retention

Fenwick is rich with heritage and history and have been style pioneers since 1882 when our first store opened.

We know luxury and are proud to remain the largest independent, family-owned group of department stores within the UK.

We are on an exciting journey to exceed our customers' expectations and we are always on the lookout for new talent to join us.

Our collaborative spirit unites a workforce of over 2,000 individuals across our stores, as well as in our support functions, encompassing Digital, Buying & Merchandising, IT, Finance, People, Customer Service teams, and our cherished restaurants and distribution centres.

In 2023 we launched our 'Quiet No More' campaign, enhancing our presence on the UK high street as well as our e Commerce website going from strength to strength.

Together, we form the beating heart of Fenwick, driving forward our vision for excellence and innovation.

Join us as we pave the way toward an even brighter tomorrow, where tradition meets transformation!

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