Manager, Insights & Performance in London

Location: HSK, London

Contract Type: Full-time/Permanent

About the Role

The Manager, Insights & Performance owns the operating rhythm of the Customer Intelligence team: the weekly reporting cadence, the full relationship with the central Data and Insights team and the Voice of Customer programme. Every analysis the team uses to brief CRM, flag churn risk, or feed the 12-week forecast runs through this role. The output is interpretation and application, not raw data: this role translates what the data says into what the business should do. This is one of three peer roles in the Customer Intelligence team, all reporting directly to the Director of Customer Success. This role sits alongside, not beneath, the two Senior Manager roles in the team; there is no reporting relationship between this role and either of them. Grade reflects scope of accountability, not position in a reporting line.

Main Responsibilities

• Subscriber intelligence: Maintain a standing analytical view of subscriber behaviour across lifecycle stage, acquisition channel, offer type and engagement profile, including by market (UK, US, Australia). Produce weekly performance reporting covering subscriber base movement, churn cohort analysis, CRM campaign incrementality and payments recovery status, distributed to the Director of Customer Success, Director of Acquisition and Group MD. Flag material shifts in cohort behaviour before they surface in aggregate churn numbers, feeding both the Senior Manager, Subscriber Intelligence & Forecasting and the Senior Manager, Lifecycle & Segmentation Strategy.
• Data and Insights relationship: Act as the primary structured client of the central Data and Insights team on behalf of the Customer Intelligence function: named contact, weekly cadence and standing data requirements. Define the analytical questions the team needs answered: predictive, behavioural and cohort-based, not binary reporting queries. Commission analytical work from Data and Insights using well-defined briefs that produce actionable insight, not binary reporting. Translate Data and Insights output into retention intelligence: the interpretation and application layer, not the data production layer.
• Voice of Customer: Advocate for our customers by turning survey feedback and data into insights that shape our core incentive programs. Identify where Voice of Customer data confirms or contradicts behavioural data and surface those tensions to both Senior Managers in the team.
• Forecasting support: Provide the data inputs that underpin the Senior Manager, Subscriber Intelligence & Forecasting's 12-week rolling forecast and cohort LTV model. Maintain the historical forecast accuracy log as a continuous improvement tool.

OKRS: First 90 days

• Establish the standing Data and Insights cadence and agree the initial analytical brief set within 30 days.
• Produce the first weekly performance report within 30 days.
• Map current Voice of Customer data sources and integrate into a structured team analytical view within 60 days.
• Agree the forecast data framework and cadence with the Senior Manager, Subscriber Intelligence & Forecasting within 45 days.

OKRS: Longer Term (Annual and Beyond)

• Annual (FY27): Weekly performance reporting is relied upon by the Director of Customer Success and Group MD as a standing commercial input, with no supplementary data requests needed to understand subscriber base performance. The Data and Insights relationship produces analytical output that is genuinely predictive: cohort-level churn risk identified before it appears in aggregate numbers. Voice of Customer data is integrated into the team's analytical picture in a way that materially changes at least one lifecycle intervention per quarter. Forecast data inputs are accurate to within an agreed tolerance, measured against actual base performance over rolling 12-week periods.
• Multi-year (toward FY28): The team's incrementality measurement framework is robust enough to attribute subscriber outcome changes to specific lifecycle interventions with statistical confidence. The Voice of Customer programme produces insight that influences product and editorial decisions, not just CRM briefs.

Person Specification

• Analytical Background: Minimum of 4–6 years in a data analytics, business intelligence, or performance insights role.
• Interpretation Capability: Proven experience moving beyond raw data production to deliver strategic recommendations and actionable business insights.
• Analytical Methods: Hands-on experience with predictive modelling, cohort-based analysis, and behavioural segmentation.
• Subscription Models: Strong experience working within a subscriber-led business model (e.g., SaaS, media, telecoms, or digital subscriptions).
• Key Metrics: Deep understanding of retention metrics, including churn forecasting, cohort LTV, subscriber lifecycle stages, and acquisition channel performance.
• Voice of Customer: Experience integrating qualitative feedback (VoC programs) with quantitative behavioural datasets to resolve conflicting data trends.
• Cross-Functional Collaboration: Demonstrated experience acting as a primary client or liaison to a centralized corporate Data & Insights team.
• Briefing Skills: Proven track record of drafting complex, well-defined analytical briefs to commission targeted research and projects.
• Senior Exposure: Experience distributing performance reporting and presenting insights directly to C-suite or Director-level stakeholders (e.g., Director of Customer Success, Group MD).
• Peer Collaboration: Ability to operate autonomously as a peer alongside senior managers without needing direct reporting lines to them.

Package Description

Our benefits package increases the longer you’ve been with us. Here’s what to expect:

• 25 days’ holiday (increasing by 1 per year up to a total of 30)
• Upon joining you will be automatically enrolled onto the Pension Plan at the minimum level of 5% employee contribution, 3% Company contribution.
• Life cover under the Pension Plan of up to 3x your basic salary.
• DMGT Discounts (for discounts on online shopping, vouchers and reloadable cards)
• Subsidised canteen
• Onsite gym (Northcliffe House only)
• Onsite nurse and GP clinics (Northcliffe House only)
• Our Employee Assistance Programme
• Discounted dining cards
• Plus many other benefits….

Our Commitment

We are committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status, or disability. We are Disability Confident Committed. Please let us know if you require any recruitment documentation in other formats or if you require reasonable adjustments to be made during the recruitment process. Please be assured that any such information will be held separately to your recruitment application and will not be considered as part of the selection process.