GAIN Customer Science - Client Executive in London

Business Unit: Customer Science: We help brands to get a deeper understanding of their customers and uncover opportunities for more personalised experiences.

Team: Client Strategy

Reporting to: Client Strategy Director

Location: London/Hybrid – 2 days in office minimum

ABOUT GAIN is a creative-led, insight-driven company that blends data, tech and creativity. We believe the best ideas emerge where intelligence and creativity unite, where insight sparks imagination, and where innovation turns possibility into progress. We are explorers of new frontiers, shaping bold strategies that move people, brands, and businesses forward. Individually and together, our specialist teams provide the vision, data, and confidence brands and organisations need to make braver, more impactful decisions. Today as GAIN, we work as a united force, using data to fuel creativity, and technology to unlock new possibilities. As imagineers we don’t just embrace innovation – we engineer it, transforming information into action, and ideas into breakthroughs. This is where rebel thinking, smart technology, and data-driven creativity shape the future. Through our five specialist teams: Creative Studio, Conversion, Customer Science, Experience and Performance. Individually, and together, we work to fuel your growth, and deliver measurable impact.

THE ROLE: Working within Client teams to ensure our clients receive the right level of strategic, analytical and operational support. From delivering mailing results to creating trading updates you will be responsible for ensuring clients have visibility of their performance through a customer lens in a timely and accurate manner. Success in the role therefore requires the client to be feeling the added value from Gain (specifically delivering on the agreed deliverables) whilst Gain benefits from achieving the client goals whilst effectively managing profitability. The role supports Client Strategy Directors and Client Strategists on all aspects of commercial and client objectives.

RESPONSIBILITIES:

• Create and update circulation plans (DM and Email) including selection and testing recommendations based on both historical analysis and current customer behaviour.
• Deliver mailing and email results analysis to understand the impact of marketing activity including profit contribution and incrementally, incorporating any test learnings.
• Develop a deep knowledge of GAIN Customer Insights reporting to understand how to evaluate client business performance from a customer perspective and translate that into clear summaries that identify trends, opportunities and challenges.
• Deliver customer performance and trading updates for clients, reviewing trends in customer behaviour to give clients real insight into what is driving their business performance.
• Work with Client Strategy Directors and Client Strategists to develop the monthly agenda, meeting plan, and monthly presentation for clients. This will include the review of customer centric reporting to determine which should be the key areas of focus to present, review and provide recommendations for.
• To present specific elements within client meetings with the support of Client Strategy Directors.
• Work with Client Strategy Directors and Client Strategists to brief internal analytics for clients, and interpret reports and analysis with a clear and easy to understand approach.
• Ensure recommendations on next steps and ‘so what’ are clearly communicated, aligned with the client business and translated into simple, actionable steps.
• To use forecasting models to predict future sales based on different levels of marketing investment and varying performance scenarios.
• Through liaison with the customer lens team, ensure all key tasks are scheduled and communicate and elevate potential issues to your manager/Client Directors/Client.
• Act as 1st point of contact for client queries ensuring schedules are shared to avoid any confusion.
• Brief ad-hoc requests as needed and feedback results to the client.

QUALIFICATIONS:

• Either 1-2 years experience either within agency or client-side working in D2C retail marketing or CRM would be beneficial.
• Maths/science qualifications needed, ideally to degree level.
• Demonstrates ownership.
• Honest and trustworthy.
• Respectful and inclusive.
• Determined and ambitious.
• Curious and wants to learn.
• Will challenge and ask difficult questions.
• Takes pride in their work.
• Approachable and friendly.

HOW YOU’LL WORK:

• Constant curiosity: You can think critically and understand the data, knowing where you need to take action. You’re analytical with the ability to investigate and resolve.
• Pushing boundaries: You’ll make the most efficient use of technology, suggesting process improvements.
• The power of our imagination: You're a problem solver who goes the extra mile. You’ll know the best approach to take with clients to get results.
• Making it happen: You’re proactive and you know you can make a difference. You use your sound judgement when making decisions and you take responsibility for your decisions and actions.
• Putting people first: You’ll build effective relationships with people, internally and externally, understanding both business and client needs.

BENEFITS:

• Private Medical Insurance.
• BUPA Life Assurance.
• Income protection.
• Employee Assistance Programme.
• Cycle to Work salary sacrifice scheme.
• Tech & Wearables salary sacrifice scheme.
• Octopus EV Scheme.
• Discounts and deals on a range of items from hotels, holidays and hormone testing to cinema, gyms and will writing.

GAIN is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.