At a Glance
- Tasks: Analyse customer data to shape marketing strategies and improve engagement.
- Company: Join IAG Loyalty, a leader in travel rewards and experiences.
- Benefits: Flexible hybrid working, competitive salary, and a vibrant team culture.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact on customer journeys and drive business growth.
- Qualifications: Experience in customer analytics and CRM platforms is essential.
The predicted salary is between 47250 - 57750 £ per year.
Who we are
We're IAG Loyalty – one organisation with two ambitious, growing divisions across Loyalty and Holidays.
Each has its own goals, strategy and team, but together we're united by a shared vision to create a more rewarding world of travel and experiences.
Our Loyalty division is home to Avios, the global loyalty currency, enabling millions of members to collect and spend rewards across travel, retail and financial services.
Our Holidays division, including British Airways Holidays and Iberia Vacaciones, connects customers to thousands of destinations worldwide through seamless travel experiences.
We're on an exciting journey of growth and transformation – and we'd love you to be part of it.
The opportunity
We're looking for a Customer Analytics & CRM Specialist, helping to shape the performance and growth of our B2C retail proposition.
Supporting categories across the Avios Retail Domain, you'll use customer, behavioural and commercial data to influence trading, marketing and CRM strategy, ensuring we're delivering the right products, to the right customers, at the right time.
Working closely with our Retail Marketing & CRM Lead, you'll become the go-to expert for customer insight within Retail, partnering with Trading, Product, Engineering and Data teams to optimise customer journeys, improve personalisation and identify new commercial opportunities.
This is a specialist role for someone who enjoys turning complex customer data into clear commercial actions and wants to influence the future direction of our retail business.
- What you'll be doing
- Owning the analytical foundations that underpin our CRM and customer engagement strategy.
- Developing customer segmentation and audience strategies to improve acquisition, conversion, retention and customer lifetime value.
- Working proactively with Trading and Marketing teams to identify opportunities through customer insight and behavioural data.
- Partnering with Product, Engineering and Data teams to ensure the right customer data is captured and activated across our digital platforms.
- Analysing campaign performance across Email, SMS and Push, identifying opportunities to improve targeting, personalisation and lifecycle marketing.
- Designing and evaluating A/B tests to optimise customer experiences and commercial performance.
- Acting as the subject matter expert for CRM and customer analytics platforms, including tools such as Klaviyo, Contentful (or similar CRM platforms), Snowflake, GA4, Contentsquare and other modern analytics technologies.
- Translating complex data into clear, actionable recommendations that influence Product, Marketing, Ecommerce and Trading decisions.
- Building trusted reporting frameworks that help the business make smarter, data-driven decisions.
- What we need from you
- Experience in Customer Analytics, CRM Analytics, Ecommerce Analytics or Digital Trading Analytics.
- Hands-on experience working with modern CRM platforms such as Klaviyo, Contentful or similar customer engagement platforms.
- Strong understanding of customer segmentation, lifecycle marketing and CRM strategy.
- Experience using customer and behavioural data to influence commercial, trading or marketing decisions.
- Strong SQL and analytical skills, with experience interpreting data and communicating actionable insights.
- Experience working with digital analytics platforms such as GA4, Snowflake, Contentsquare or similar technologies.
- Commercial understanding of ecommerce and digital customer journeys.
- Excellent stakeholder management skills, with the confidence to influence Product, Marketing, Trading and senior business stakeholders.
- Naturally curious, commercially minded and motivated by becoming a recognised expert within your discipline.
- We might not be right for you if…
- You're looking for a role focused purely on reporting rather than influencing business decisions.
- You prefer working independently rather than partnering across Product, Data, Marketing and Trading.
- You're looking for a people management role rather than becoming a recognised specialist in your field.
- The Blend
This role is part of our Loyalty Division and is based in our London office.
We call our approach to hybrid working The Blend—giving you the flexibility to do your best work while staying connected with your team and the wider business.
You'll typically spend at least two days a week in the office, with the flexibility to work remotely for the rest of the week.
Diversity and Inclusion
Our vision is to create a more rewarding world of travel and experiences.
Delivering that requires diverse thinking and inclusive leadership.
We are committed to building a workplace where people feel they belong and are valued for their perspective.
Inclusion drives better decisions, stronger performance and more innovative outcomes.
We actively encourage applications from people with different experiences and backgrounds, and are committed to ensuring our recruitment process is fair, inclusive and accessible.
At IAG Loyalty we boast two ambitious and growing divisions in Loyalty and Holidays, and together we create a more rewarding world of travel and experiences.
Through Avios, our global loyalty currency, we help millions of members turn everyday spend into travel, retail and financial service rewards.
And through our Holidays division, including British Airways Holidays and Iberia Vacaciones, we connect customers to thousands of destinations worldwide with seamless, end-to-end travel experiences.
It’s all made possible by our teams, bringing together data, expertise and innovation to power unforgettable journeys and experiences.
And in return?
A one-of-a-kind culture where a love of travel connects us all.
A business that's going places, and careers that are, too.
If that sounds like the kind of place you’d like to be, find out more and join our team!
Together we're creating a more rewarding world of travel and experiences This is our vision, it gives us direction in where we're heading and our values show us how we'll get there.
Our values outline how we show up when we're firing on all cylinders.
From our Contact Centre to Madrid and Head Office colleagues, they outline the expectations we have for each other and what it means to work in our Club.
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Customer & CRM Data Analyst in London employer: IAG Loyalty Retail Ltd
IAG Loyalty Retail Ltd is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of London. With hybrid working options, employees enjoy a flexible work-life balance while having access to robust professional development opportunities that encourage growth within the company. Join us to be part of a team that values your contributions and supports your career aspirations in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Customer & CRM Data Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IAG Loyalty Retail Ltd. 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 IAG Loyalty Retail Ltd 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 & CRM Data Analyst 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 IAG Loyalty Retail Ltd:Your cover letter is your chance to shine! Tell us why you want to work at IAG Loyalty Retail Ltd 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 IAG Loyalty Retail Ltd!
How to prepare for a job interview at IAG Loyalty Retail Ltd
✨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.
