At a Glance
- Tasks: Analyse customer data to drive insights and improve satisfaction.
- Company: Seasalt, a creative lifestyle brand with a strong heritage.
- Benefits: Up to £45,000 salary, 34 days leave, flexible working, and great discounts.
- Other info: Remote role with opportunities for personal and professional growth.
- Why this job: Join a B Corp winner and make a real impact on customer experience.
- Qualifications: Experience in customer insights and strong analytical skills required.
The predicted salary is between 23735 - 29009 £ per year.
At Seasalt, creativity is in our DNA.
We began in 1981 in a small shop in Penzance, crafting workwear for local mariners and artists.
Today, we’re a modern lifestyle brand with over 80 shops across the UK and Ireland, 400+ wholesale stockists, and a growing global presence.
We may have grown, but we’ve always stayed true to our roots with Cornwall’s artistic influence and maritime heritage woven into every garment.
As a certified B Corp and winner of Drapers “Best Place to Work” in 2024, we’re proud to balance our culture with long term growth.
It's an exciting time to join us as we build on our distinct creative handwriting, brand differentiation, and expanding both internationally and in the UK.
As Customer Analytics & Insights Manager, you'll use customer, market and business data to identify opportunities, solve problems and influence strategic decision-making.
You'll transform complex data, customer feedback and market intelligence into clear recommendations that improve customer satisfaction, loyalty, retention and growth.
Working closely with teams across Marketing, Retail, Product, Finance and Operations, you'll act as a trusted expert on customer insight and experience.
You'll combine commercial performance data with the voice of the customer to identify trends, uncover opportunities and support the development of customer-focused strategies and initiatives.
Please note this is a full‑time, permanent role which is based remotely within the UK, with occasional travel to our Cornwall head offices.
Interviews for this role will be taking place on 27th and 28th August.
- You’ll help us by
- Analysing customer behaviour, feedback, engagement and transactional data to identify trends, opportunities, and risks.
- Producing holistic customer insights from experiential and transactional data with clear, conclusive impact analysis and recommendations to deliver our customer strategy.
- Monitoring customer satisfaction measures including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score), Trust Pilot (Trust Score) and complaints data.
- Designing and managing customer research programmes, including surveys, interviews, focus groups, customer panels and externally led agency insights.
- Taking ownership of Voice of Customer (Vo C) processes to capture customer feedback, communicate internally and managing prioritisation and KPI measured deliverables.
- Researching, planning, scoping and leading new CX (Customer Experience) initiatives in line with strategy, roadmaps, and the CX register - managing all key initiatives and end‑to‑end customer journey
- Partnering with business leaders to understand strategic priorities and insight requirements, confidently presenting findings and recommendations.
- Supporting business cases and strategic planning through customer analysis and forecasting, guiding in any area associated with business change impacting CX.
- Managing CX technology and data partnerships, to maximise contractual agreements.
- Developing and maintaining customer dashboards, reporting frameworks, customer forecasting and KPI tracking.
- Utilising CRM, survey platforms, and business intelligence tools to extract and analyse data.
- Producing promotional performance analysis to show impacts and effectiveness from a trading, customer and sales/profitability perspective across online and retail channels to develop optimisation recommendations to inform future promotional strategies
- Role modelling and providing guidance on best practice and safe handling of customer data in line with business policies and GDPR.
- Line managing the Customer Insight and Marketing Analyst, demonstrating and influence high-performance that is respected as the ‘go‑to’ for customer expertise and insight.
- The skills you'll be sharing with the team
- Experience in a Customer Insights, Market Research, Customer Experience, Business Intelligence, or similar analytical role.
- Strong understanding of qualitative and quantitative research methodologies.
- Strong analytical skills with the ability to interpret large complex datasets and identify meaningful trends, conclusions and commercial recommendations.
- Advanced skills in SQL for data extraction and analysis.
- Advanced experience of using Alteryx (or similar) analytical tools.
- Experience designing and managing customer research programmes.
- Ability to communicate and present complex findings clearly to non-technical audiences.
- Advanced Excel skills and experience using reporting and visualisation tools (e. g., Power BI, or similar).
- Strong stakeholder management and influencing skills.
- Excellent written and verbal communication skills, particularly the ability to present clear story telling based on complex data.
- Naturally curious with a passion for understanding customer behaviour, data and experience.
- Commercially aware and results oriented.
- Highly organised with strong attention to detail.
- Collaborative, proactive, and adaptable approach.
- Comfortable working independently and managing multiple priorities.
- Degree-level qualification in Business, Marketing, Statistics, Economics, Psychology, Social Sciences, Data Analytics, or equivalent experience.
Why we hope you’ll love working with us
The success of Seasalt is down to the skill and hard work of our team.
We don't just want to attract the best and brightest people to come and work with us, we want you to stay and grow with us.
As well as doing everything we can to support your development professionally, we believe encouraging personal growth is just as important.
So you can fulfil your passion and purpose, not just at work but in life, we offer a range of benefits that are designed to enhance your career and wellbeing:
- Salary: up to £45,000 depending on experience(Band 3)
- 34 days paid annual leave (including bank holidays), increasing with length of service
- Attractive 50% employee discount
- Flexible benefits allowance to personalise your benefits package
- Private Medical Scheme including 24/7 virtual GP
- Free access to our Employee Assistance Programme through Retail Trust with 24/7 support
- Pension plan with generous 7% employer contributions
- Life assurance programme
- Enhanced family leave policies
- Flexible working opportunities with our hybrid working approach
- Learning and Development opportunities
- Do Good Things with our two days per year paid volunteering opportunities
- Employee networks to develop and provide support to our people, including the Inclusion & Belonging Network
- 100s of savings on top retailers and gym memberships through our discount hub
At Seasalt we have a brilliant team of people – they're what make Seasalt a fantastic place to work.
We love to celebrate uniqueness and are committed to making Seasalt a place where everyone feels they belong.
As an inclusive employer, we want to invite a diverse range of candidates to apply for our roles.
We aim to work flexibly where possible and value a range of perspectives - diversity of thought helps us to grow –.
We're happy to help with any adjustments to our recruitment process and beyond.
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Customer Analytics & Insights Manager in England employer: Seasalt
Seasalt in Falmouth is an excellent employer, offering a unique apprenticeship that combines hands-on experience with professional development in the field of cyber security. With a supportive work culture and a dedicated team, apprentices will not only gain practical skills but also have opportunities for growth and advancement within the company. The two-year programme ensures that you are well-prepared for a rewarding career in cyber security, all while enjoying the vibrant community of Falmouth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Analytics & Insights Manager in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Seasalt. 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 Seasalt 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 Analytics & Insights Manager in England
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 Seasalt:Your cover letter is your chance to shine! Tell us why you want to work at Seasalt 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 Seasalt!
How to prepare for a job interview at Seasalt
✨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.
