Client Insights & Analytics Lead, UK Region

Location: CHANEL Head office, London

Reports to: Senior CRM Manager – Fragrance & Beauty UK Region

Contract: Permanent, Full-Time

CHANEL is an independent company that believes in the freedom of creation, cultivates human potential, and acts to have a positive impact in the world. At CHANEL, we strive to identify what is unique in each person and support them through their journey with the brand. Our mission at CHANEL Beauty is to underline what is most unique in every person and give our clients the confidence to become the true expression of themselves through exceptional fragrance, make up and skincare creations.

The successful candidate will lead the holistic understanding of client behaviours, connecting the client landscape with business performance. The candidate will drive insights into client recruitment, retention and loyalty levers, and use data-driven insights to shape exceptional client experiences and support business growth. The role will champion a data-driven, client-centric culture across the F&B UK Region, serving as the lead expert for client data and insights.

The Client Insights & Analytics Lead will be responsible for client insights and advanced analytics, leveraging multiple data sources to identify opportunities and recommend impactful business actions through compelling data-storytelling aligned with F&B and regional priorities.

Responsibilities

• Monitor and report on client KPIs through monthly dashboards, and frequently deep dive into client product and channel performance to develop a true understanding of behaviours, evolution and opportunities.
• Analyse and communicate on recruitment, retention, and loyalty behaviours, developing relevant KPIs to guide business decisions.
• Lead client segmentation to identify key profiles, trends, and behavioural triggers, providing actionable business recommendations for growth and engagement.
• Support CRM and client targeting strategies across email, direct communication, events, and gifting initiatives for stronger personalisation and relevancy, based on business objectives and marketing effectiveness.
• Support business requests and provide richer client performance insights on key business topics, priorities and presentations, identifying and recommending trends and opportunities to support strategies.
• Partner with BI and IT teams to ensure data quality, automated reporting, and ability to translate data and analytics into actionable insights.
• Develop propensity modelling based on client trends to identify business opportunities to drive elevated personalisation and luxury client experiences.
• Collaborative partnership with the sales team to provide an understanding of levers and opportunities that drive client engagement from recruitment to loyalty by retailer type.
• Deliver holistic insights by combining multiple data sources and market intelligence, presenting findings to inform business strategy.
• Oversee UK F&B client data, ensuring data accuracy and readiness, accurate KPI tracking, and robust modelling for analytics.
• Champion data stewardship and cross-department and regional collaboration, driving a culture of insight-led decision-making and continuous improvement.
• Manage roadmaps across the business including assessing and prioritising insight workflows to ensure that the highest value opportunities are pursued.

What you will bring to the role

• Experience in a senior client or business insights roles, with strong analytical, problem-solving, and data governance skills.
• Strong ability to translate insights and analysis into compelling data-storytelling that drives business impact.
• Proven track record working with and analysing multiple sources to manipulate data, including single customer view, ecommerce, and retail systems.
• Proficiency in CRM and Clienteling systems, creative data visualisation (PowerBI), and solid knowledge of data privacy laws.
• Excellent communication and relationship-building abilities with stakeholders, coupled with an agile, proactive mindset focused on continuous business improvement.
• Strong attention to detail and capability to prioritise workload according to business needs.

You are energised by

• Working in a highly collaborative environment across regional, local and global teams and being the driving force for Global Insight and understanding of the UK local client.
• Making a tangible impact through insights and influencing business decision and client strategies.
• Working with rich, multifaceted data to build a 360 view of the client.
• Being the expert for client data and insights, with ownership of key processes, tools, and strategic initiatives.
• Contributing in the ongoing and companywide version of sustainability.

What you will gain from this experience

• Being part of a dynamic CRM & Marketing Team.
• Opportunity to work with the most well-known luxury Global brands with a wealth of heritage.
• Empowerment to take ownership of your impact within the brand.
• You will be equipped and supported to drive your development and meet your career aspirations.
• To further develop your knowledge of the ever-evolving beauty industry.
• An opportunity to work with senior stakeholders and influence business decisions.

The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.

Benefits At CHANEL

• Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories.
• Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more.
• Mental Wellbeing: Employee Assistance Programmes and Other Support Lines.
• Platforms: Multiple Platforms to support across Wellbeing.
• Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales.
• Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones.

Benefits are eligibility dependent and subject to change at any time.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.