At a Glance
- Tasks: Analyse customer data to generate insights that enhance loyalty and engagement.
- Company: Join Caffè Nero, Europe's leading independent premium coffee house.
- Benefits: Enjoy 25 days holiday, discounts on food and drinks, and private medical care.
- Other info: Work in a vibrant Covent Garden office with opportunities for professional development.
- Why this job: Make a real impact by turning complex data into actionable insights.
- Qualifications: Experience in analysing customer data and strong analytical skills required.
The predicted salary is between 51750 - 63250 £ per year.
Caffè Nero operates around 1,000 coffee houses in the UK, the Republic of Ireland, the US, Poland, Cyprus, Turkey, the Middle East and Sweden and is Europe’s leading independent premium coffee house.
Now employing circa 10,000 employees, since we opened in 1997 we have been providing exceptional, hand-crafted Italian coffee and fresh, high-quality food to customers seeking an authentic, Italian experience.
The UK Caffè Nero Group comprises of Caffè Nero UK, Harris + Hoole, FCB Coffee, 200 Degrees and Coffee#1.
The role
We are looking for a
Customer Insights & Modelling Executive at Caffè Nero. The role is based at our offices in Covent Garden, Central London.
Reporting to the Senior Customer Marketing Manager, the Customer Insights & Modelling Executive will analyse and interpret customer-level data to generate actionable insight that improves CRM effectiveness, loyalty engagement and customer value.
The role will work across first‑party transactional and loyalty data, brand tracking, CRM performance and customer experience survey data to understand customer behaviour, identify growth opportunities and support more effective targeting.
Working with our data agency and internal development teams, they will help develop segmentation, propensity models and lifecycle targeting that support activation, growth, retention and reactivation.
Key accountabilities for this role include
- Customer insight and analysis
- Analyse customer data across transactional, loyalty, CRM, brand tracking and experience survey sources.
- Identify actionable insight around customer frequency, spend, product preferences, loyalty participation, attachment, lifecycle stage, lapse risk and reactivation opportunity.
- Translate customer data into clear recommendations that support CRM planning, campaign targeting, product opportunities and commercial decision‑making.
- Segmentation, modelling and agency collaboration
- Work with the nominated data agency to develop and maintain customer segmentation frameworks and propensity models.
- Support models including likelihood to lapse, likelihood to respond, likelihood to buy specific products and likelihood to increase frequency.
- Turn segmentation and model outputs into practical audience recommendations for CRM campaigns and lifecycle journeys.
- CRM operations and automation
- Support the development, implementation and optimisation of CRM flows, automations and customer journeys.
- Develop audience selections, campaign logic, targeting rules and suppression criteria using available customer data and segmentation.
- Ensure CRM activity is correctly configured, tested, launched and monitored, with strong QA, scheduling, controls and reporting discipline.
- Campaign measurement and optimisation
- Measure the performance of CRM campaigns, lifecycle journeys and customer marketing activity across engagement, conversion, visit behaviour, revenue and incremental uplift where possible.
- Support test‑and‑learn activity including A/B testing, control groups, offer testing and journey optimisation.
- Identify what is working, what is underperforming and what should be scaled, changed or stopped.
The right person
Caffè Nero is a company with a very special culture and an open and friendly style of working.
It operates at pace and is a high‑energy, invigorating environment.
It attracts people with warmth and a positive outlook who genuinely enjoy working with people.
Whichever country you’re in, Caffè Nero has a culture in which close‑knit relationships and trust are at its heart. At Caffè Nero, you truly feel part of a kind and caring family.
The Customer Insights & Modelling Executive will be analytical, commercially curious and highly practical.
They will enjoy finding the useful signal in complex customer data and turning it into clear decisions, better targeting and more effective customer journeys.
The successful candidate will have
- Experience analysing customer, loyalty, CRM, transactional or behavioural data in a consumer‑facing business.
- Strong analytical capability, with confidence interpreting data, identifying patterns and translating analysis into practical recommendations.
- Experience working with segmentation, propensity models, lifecycle targeting or customer value analysis.
- Understanding of CRM campaign planning, journey logic, audience selection, testing, QA and performance reporting.
- Ability to work with agencies, data teams and non‑technical stakeholders to turn business questions into usable insight outputs.
- Strong attention to detail and operational discipline, particularly around campaign setup, measurement and data quality.
- Experience with loyalty programmes, marketing automation platforms, BI tools, SQL, Python, retail or hospitality data would be an advantage.
Being part of the Caffè Nero Team
- A wonderful place to work, right in the middle of bustling Covent Garden (our Head Office Teams are currently working a minimum of 3 days a week in the office).
- Access to our benefits platform, giving discounts at the touch of a button.
- 25 days holiday per annum (plus bank holidays), rising with service.
- 50% employee discount on handcrafted drinks and 40% employee discount on food.
- Private medical care through Vitality.
- Supporting our team members to achieve their professional goals is important to us, so alongside your day to day work you may have an opportunity to complete a professional qualification with our learning partners.
- Free hand‑crafted drinks whilst you’re in the office - in your first week you’ll have Barista training, so you’ll know how to make the very best Caffè Nero coffee.
- #J-18808-Ljbffr
Customer Insights & Modelling Executive in London employer: Caffè Nero UK
Caffè Nero is an excellent employer, offering a vibrant and supportive work culture where you can truly make a difference as a Regional HR Partner. With a focus on employee growth, you will have access to professional development opportunities, including the chance to complete qualifications with our learning partners, all while enjoying generous benefits like a company car and substantial discounts on our handcrafted drinks and food. Based in Northern Ireland, you'll be part of a dynamic team that values collaboration and innovation, ensuring that your contributions are recognised and impactful across our 60 stores in the region.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights & Modelling Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Caffè Nero UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Caffè Nero UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insights & Modelling Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Caffè Nero UK:Your cover letter is your chance to shine! Tell us why you want to work at Caffè Nero UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Caffè Nero UK!
How to prepare for a job interview at Caffè Nero UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
