Customer Insights Analyst in London

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. If these are values you share, we would love you to join our team.

The Role:

We are seeking a data-driven and customer-obsessed Customer Insights Analyst to join our Customer & Digital team. This role will be pivotal in transforming customer insights into actionable strategies that enhance engagement, drive sales, and shape the digital experience across the Mulberry Business. This position reports directly into our Digital Marketing team but works alongside Digital Trading, Customer, Finance and Retail Teams on a weekly basis to support with weekly trade and quarterly business reports. 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:

• Collect, analyse, and interpret customer data across channels (online, retail, marketing platforms, CRM).
• 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.
• 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.
• Stay informed about industry trends in fashion, retail analytics, and customer experience.

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 and Experience Required:

• Bachelor’s degree in Data Analytics, Business, Marketing, Economics, or related field.
• Proven experience in customer analytics, ideally within retail, fashion, or digital-first businesses.
• Strong proficiency in analytics tools (SQL, Google Analytics, Tableau/Power BI, Excel).
• Experience with CRM systems or marketing automation platforms is a plus.
• Ability to communicate complex data simply and effectively to non-technical stakeholders.
• Commercial mindset with a passion for customer-centric strategies.