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Reference Code:  70073

Senior Customer Insight Analyst

London, LND, GB

Permanent
  
  

Relevant, masculine and British. Since 1893, Alfred Dunhill has been engineering unique and stylish luxuries for men. We seek people who have commitment and drive with a strong commercial focus, and will thrive in a creative environment that encourages innovative thinking.

dunhill’s innovative and design-driven heritage is a unique platform to build upon,

by creating purposeful products with an aesthetic that is classic yet relevant today”

 

 

dunhill – Senior Customer Insight Analyst

(Permanent Full-Time)

 

 

HOW WILL YOU MAKE AN IMPACT?

To provide actionable customer insights to the business and champion customer centricity across dunhill. Lead the vision on how we govern the quality of data and expand the sources and types of the data we collect. Work with wider Richemont group to lead on several data initiatives and projects (e.g., Customer persona, for dunhill) 

Be the go-to person for any data related topics or projects and join the dots between the different various data system and sources. Serve as the ‘Customer Ambassador’ and help educate the wider organisation to drive a customer-centric mindset.

Customer Data:

  • Lead in creating a single source of truth and be in charge of various data related projects 
  • Build out the ideal customer profile and plan how the extra data is captured and stored 
  • Review and propose new customer segments and develop an attribution model that is suitable to the business 
  • Support the business on creating customer personas and devise how it’s mapped back to the existing database 
  • Ensure quantitative & qualitative data capture optimization at all touchpoints to drive strategies 
  • Define strategies to improve data capture (quantity of records and completion of profiles) 

Insights:

  • In charge of mining data and preparation of reports for executive leadership 
  • Responsible for manual reporting and automated dashboard creations 
  • Leverage and utilise customer data to produce actionable insights 
  • Create and deliver engaging presentations that tell a story 
  • Proactive in discovering new trends and key insights to support future business decisions 

Journeys:

  • Ensure we are capturing, tracking and using relevant data across multi-touchpoints of customer journey 
  • Deliver valuable insights into customer's behaviour at different stages of their lifecycle  
  • Full understanding on how to analyse programme performance vs control groups/freeze groups 

Retention:

  • Define customer cohort and map how customer moves between cohorts during their lifetime 
  • Support on the definition of loyalty by analysing current customers’ purchase behaviour 
  • Track different cohorts and how a customer moves between them during their customer lifetime 

Omni-Channel:

  • Support ad hoc analysis on specific projects (e.g., measure the impact of using the clienteling app) 
  • Work with data scientists from the wider Richemont group and propose how certain AI functionalities and machine learning can benefit dunhill 
  • Continuously improve how we can present or tell our story better to the wider business on any customer data related topics  

 

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

  • Strong analytical background (especially in customer insight/marketing and campaign analytics) 
  • Knowledge of SQL and BigQuery (BigQuery optional) 
  • Proficient with data visualisation tools (e.g. Looker, Data Studio, tableau) 
  • Ability to communicate actionable insights and story and turn complex statistical analysis projects into meaningful business and commercial conversations with recommendations 
  • Understanding of digital and performance (Google Analytics) 
  • Good communication skills in English 
  • Strong numeracy and good statistical skills 
  • Excellent problem-solving skills 
  • Understand the luxury/retail industry 
  • Highly self-motivated, analytical, with sharp attention to detail 
  • Highly creative in problem-solving & communication, with rigorous implementation 
  • Results driven and dynamic  
  • Proactive, enthusiastic and tenacious  
  • Reacting intelligently and responding to unforeseen requests 
  • Challenge status quo, innovative 
  • Resilient, energised by the challenge and resourceful to solve 

 

HOW DO WE KEEP YOU SMILING?

As a significant member of the dunhill community, you are also part of a much bigger family at Richemont.

We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development.

 

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

1st Stage – After your application has been selected, our recruitment team will reach out to you within 2 weeks to conduct an introductory call

2nd Stage – Interview with the Head of Customer Insight & Senior HR Manager for dunhill

3rd Stage – You will be asked to complete a practical task

4th Stage – Presentation to the Head of Customer Insight & Chief Digital Officer for dunhill

 

LEARN MORE ABOUT LIFE AT RICHEMONT AND DUNHILL BELOW:

https://www.linkedin.com/company/richemont/

https://www.youtube.com/channel/UCtcz344eqsWvggwOnq-yljg

https://www.youtube.com/user/alfreddunhill/featured