Customer Insights Manager

Born in 1971, the roots of Mulberry are in Somerset, England. For more than fifty years, Mulberry has been a British lifestyle brand, internationally acclaimed for quality and design capturing the Mulberry Spirit. Sustainability has been part of the Mulberry ethos since the brand's inception; in 2024 we proudly achieved B Corp Certification. Today, we are a global brand, but our values remain the same; we are committed to improving our impact on people and the planet. To do this, our people are honest, dynamic, and community spirited. If these are values you share, we would love you to join our team.

The Customer & Digital Insights Manager will be able to turn digital marketing and customer data into clear, strategic commercial recommendations to enhance engagement, drive sales, and shape the digital experience across the Mulberry Business. Sitting at the intersection of marketing, e-commerce, and customer strategy, this role will help the business better understand who our customers are, how they behave across digital channels, and what drives engagement, conversion, and loyalty.

This position exists to enable Mulberry to continue to grow and delight our customers; we will need your help in better understanding purchase behaviour to inform critical decisions with these insights. As part of the marketing function, you will be instrumental in driving a step change in the way we view our customers and brand for the future.

Duties & Responsibilities

• Lead customer analytics projects, partnering with internal and external stakeholders.
• Collect, analyse, and interpret global customer data across channels (online, retail, marketing platforms, CRM).
• Provide timely analyses of upcoming seasonal moments of demand to identify programs/targets/products that can maximize commercial impact during these moments.
• Make recommendations to improve budget, ROI and paid campaign efficiency.
• Work closely with marketing function (e.g. paid and organic divisions), to promote a data driven approach to campaign optimisation through bespoke reports or self-serve dashboarding (e.g. data studio).
• Develop dashboards, reports, and visualizations to track KPIs such as sales data, customer lifetime value, churn, engagement, and conversion rates.
• Support Digital Marketing with the 3rd party tagging and tracking as well as building 1st party customer lists for look-a-like targeting across paid channel activity.
• Proactively partner with Performance and Brand Marketing, Trading, Merchandising, and Customer Service teams to provide insights that improve campaign effectiveness, personalisation, and retention.
• Identify customer segments and behaviours to inform tailored CRM strategies.
• Support testing and experimentation (A/B testing, promotions, UX changes) with robust analytics.
• Translate findings into clear business recommendations for senior stakeholders.
• Deliver insight-led presentations with clear recommendations and commercial opportunities.
• Stay informed about industry trends in fashion, retail analytics, and customer experience.
• Working with Digital and Development teams, create data governance, analytics innovations, and best practices for Mulberry.
• Innovating and always looking for new analytic techniques, data sources, and tools.

Culture

• Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.
• Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
• Act as an ambassador for Mulberry and communicate positively about the brand.

Sustainability

• As a certified B Corp business, it is important to incorporate environmentally responsible practices into your work wherever possible. Support the businesses ‘Five C’s’ strategy in addressing and improving Climate, Cultivation, Craft, Culture and Circularity. Promote a greener, more sustainable future.
• Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included. Promote equity, empathy and understanding and demonstrate this commitment within your internal and external communities.

Skills & Knowledge

• Proven experience in customer insights, digital analytics, marketing analytics, or a similar role.
• Strong background working with digital marketing data in a commercial environment.
• Experience within fashion, retail, e-commerce, or consumer brands is a plus.
• Strong analytical skills with the ability to connect data to business outcomes.
• Comfortable working with tools such as Google Analytics, paid media platforms, CRM systems, and BI tools (e.g. Looker, Tableau, Power BI).
• Confident communicator who can tell a compelling story with data.
• Commercial mindset with a passion for customer behaviour and trends.
• Curious, proactive, and insight-led.
• Comfortable working cross-functionally in a fast-paced environment.
• Strong analytical skills, excellent attention to detail and good business judgment.

Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills or experience and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at talent@mulberry.com.