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- Tasks: Lead customer insights strategy to enhance marketing and retention through data analysis.
- Company: Join PetLab Co., a top player in DTC pet supplements with ambitious growth plans.
- Benefits: Enjoy flexible working hours, generous leave, private healthcare, and a dog-friendly office!
- Why this job: Make a real impact by transforming customer data into actionable strategies for growth.
- Qualifications: 4+ years in customer insight roles, strong analytical skills, and a passion for understanding customers.
- Other info: Be part of a diverse team that values innovation and offers unique perks like puppy therapy.
The predicted salary is between 36000 - 60000 £ per year.
PetLab Co. is the world leader in DTC pet supplements with 50%+ market share, 9-figure revenue, and ambitious global expansion plans. We are seeking a Customer Insight Lead to guide our customer insights strategy, turning data into actionable marketing and retention opportunities. This is a critical, hands-on role for an analytical yet creative thinker, deeply skilled in understanding customer behaviours to drive ad performance, optimize retention, and enhance the customer experience.
In this role, you will use customer feedback and behaviour data to guide paid media strategies, optimize messaging, and improve conversion rates. You will also collaborate with the CRM team to enhance retention and LTV by tailoring email and SMS campaigns to specific customer personas. Your insights will help shape creative direction and improve the customer experience across teams.
Main Responsibilities:
- Driving Creative Success in Paid Media and Acquisition channels: Utilize customer insights to uncover what messaging and creative angles resonate most with target audiences, driving ad success and conversion rates.
- Optimizing Retention Strategies with CRM and Product: Leverage deep customer insights to understand retention drivers, going beyond surveys to analyze the full customer journey.
- Driving Deep Customer Understanding through Qualitative and Quantitative Data: Utilize diverse data sources to uncover detailed insights into customer behaviours and preferences.
Ideal Candidate's Background:
- Ecommerce & DTC Experience: Extensive experience in eCommerce, particularly in DTC and subscription businesses.
- Collaboration with Paid Media & CRM Teams: Proven track record of working closely with paid media and CRM teams.
- Customer Insights Expertise: Skilled in analyzing diverse data sources to generate actionable insights.
- Strategic & Data-Driven: Ability to translate insights into clear recommendations.
- Infrastructure Builder: Experience developing systems to ensure continuous, actionable customer insights.
- Cross-Functional Collaboration: Effective in working with marketing, CRM, product, and customer service teams.
- Effective Communicator: Ability to present insights with impact.
- Proven Impact: Track record of using customer insights to improve CR%, retention, and LTV.
Success Measurement:
- Creative Performance: Improved conversion rates and ad performance driven by insights.
- Retention & LTV Growth: Increased retention and LTV through personalized messaging.
- Customer Insight Integration: Actionable customer profiles that drive acquisition and retention strategies.
- Cross-Functional Collaboration: Effective integration of customer insights into business strategies.
- Communication & Influence: Clear communication of insights to senior leadership.
- Measurable Business Impact: Tangible improvements in CR%, retention, and LTV.
Time Allocation:
- 50% Customer Data Analysis and Insight Generation.
- 10% Customer Interviews.
- 20% Cross-functional Collaboration.
- 10% Infrastructure Development.
- 10% Reporting & Communication.
Requirements:
- 4+ Years in Customer Insight/Research.
- Data-driven: Strong analytical skills.
- Proactive Communicator: Ability to translate customer feedback.
- Empathy and Curiosity: A genuine curiosity for understanding customer behaviours.
Benefits:
- Private Health Care through Vitality.
- Generous Annual Leave - 28 days + public and bank holidays.
- Flexible Working Hours.
- Employee Assistance Programme.
- Nursery Salary Sacrifice Scheme.
- Royal London Pension Scheme.
- Enhanced Maternity / Paternity / Adoption Leave.
- Puppy Therapy.
- Generous Learning and development budget.
- Free breakfast, fruits and snacks.
- Working Environment: dogs are welcome!
- Life Assurance.
- Gympass.
- Electric Vehicle Scheme.
- Give Back Day.
- Health Cash Benefit.
Petlab Co is an equal opportunity employer that is committed to diversity and inclusion. We encourage all applications irrespective of gender, race, sexual orientation, religion, age, nationality, marital status, and disability.
Customer Insight Lead employer: The Petlab Co.
Contact Detail:
The Petlab Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insight Lead
✨Tip Number 1
Familiarise yourself with the latest trends in eCommerce and DTC markets. Understanding the competitive landscape and customer behaviours will help you articulate how your insights can drive PetLab Co.'s growth.
✨Tip Number 2
Prepare to discuss specific examples of how you've used customer insights to improve retention and LTV in previous roles. Highlighting measurable outcomes will demonstrate your impact and align with their focus on data-driven results.
✨Tip Number 3
Showcase your experience in cross-functional collaboration. Be ready to explain how you've worked with teams like CRM and paid media to implement customer insights, as this role requires strong teamwork across various departments.
✨Tip Number 4
Think about how you can contribute to building a continuous insight system. Discuss any past experiences where you've developed automated feedback loops or surveys, as this aligns with their need for ongoing customer understanding.
We think you need these skills to ace Customer Insight Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer insights, eCommerce, and data analysis. Use specific examples that demonstrate your ability to drive marketing and retention strategies through actionable insights.
Craft a Compelling Cover Letter: In your cover letter, express your passion for understanding customer behaviours and how this aligns with PetLab Co.'s mission. Mention specific skills that relate to the role, such as your experience with CRM teams and your analytical approach to data.
Showcase Your Analytical Skills: Provide examples of how you've used data to inform strategic decisions in previous roles. Highlight any tools or methodologies you are familiar with that can help in synthesising customer data into actionable insights.
Prepare for Potential Questions: Think about how you would answer questions related to customer insights and retention strategies. Be ready to discuss specific projects where your insights led to measurable improvements in conversion rates or customer satisfaction.
How to prepare for a job interview at The Petlab Co.
✨Understand the Customer Journey
Before your interview, make sure you have a solid grasp of the customer journey in eCommerce, especially in DTC businesses. Be prepared to discuss how different touchpoints influence customer behaviour and retention, as this will show your understanding of the role's requirements.
✨Showcase Your Analytical Skills
Since the role requires strong analytical skills, come equipped with examples of how you've used data to drive insights in previous roles. Highlight specific metrics or outcomes that improved marketing performance or customer retention, demonstrating your ability to turn data into actionable strategies.
✨Prepare for Cross-Functional Collaboration Questions
Expect questions about your experience working with various teams, such as CRM and paid media. Prepare examples of successful collaborations where your insights led to improved strategies or outcomes, showcasing your ability to communicate effectively across departments.
✨Demonstrate Empathy and Curiosity
The ideal candidate should have a genuine curiosity about customer behaviours. Be ready to discuss how you've engaged with customers in the past, whether through interviews or feedback loops, and how those interactions shaped your understanding of their needs and preferences.
