Customer Analyst - Loyalty & CRM Insights

Overview

We are seeking a data-driven Customer Analyst specializing in loyalty and CRM insights to join a dynamic retail environment for a 6-month fixed-term contract. This role involves developing and enhancing the MyFenwick Loyalty programme by converting complex customer data into actionable strategies that improve engagement and retention.

Hybrid work is offered, primarily from home on Thursdays and Fridays and onsite at our central London offices on Wigmore Street, providing an innovative and collaborative workplace.

Key Responsibilities

• Transform the loyalty programme into a performance-driven growth vehicle through insightful data analysis.
• Develop and implement segmentation models to identify valuable customer segments and retention opportunities.
• Collaborate across CRM, BI & IT, Marketing, Digital, Buying & Merchandising, and Finance teams to align customer insights with business objectives.
• Analyse behaviour channels both online and in-store to enhance customer lifecycle management and reduce churn.
• Create and maintain dashboards and reporting tools with platforms like Power BI, Qlik, or Tableau to monitor loyalty programme results effectively.

Candidate Profile & Requirements

• Minimum of three years’ experience in customer insights or analytics roles.
• Expertise in SQL and Python applied to data extraction, manipulation, and in-depth analysis.
• Proven ability to build dashboards and reports via Qlik, Power BI, or Tableau.
• Advanced proficiency in Excel, including modelling, pivot tables, and data analysis.
• Strong communication skills with the capacity to adapt messaging for technical and non-technical audiences.
• Competent in data-driven storytelling paired with a customer-centric approach.
• Commercially aware with a deep understanding of how analytical insights fuel customer retention strategies.

About Fenwick

Since opening our first store in 1882, Fenwick has been a leading independent family-owned department store group in the UK, with a heritage rich in style and luxury. Our team of over 2,000 staff across departments including Digital, Buying & Merchandising, IT, Finance, and Customer Service work together to deliver exceptional quality and innovation.

We recently launched the ‘Quiet No More’ campaign to heighten our UK high street presence and expand our eCommerce business further, reinforcing our commitment to exceeding customer expectations by blending tradition with forward-thinking transformation.

Benefits

• A discount of up to 25% on all Fenwick stores and online purchases.
• Annual leave of 33 days including 8 bank holidays, prorated for contract duration.
• Access to the WeCare service offering 24/7 GP consultations, wellbeing guidance and support.
• Flexible hybrid working with designated remote days.