Job Detail

Senior Customer Insight & Data Manager

• Field: Hotel & Licensed Trade
• Deadline: 2025-12-29 05:12
• London

Senior Customer Insight & Data Manager

We're looking for a strategic and hands-on Senior Customer Insight & Data Manager to lead a customer-first transformation. You'll champion the voice of our guest harness CRM and loyalty data, and turn insight into action that fuels growth.

You'll lead a team of two and own all customer data and insight touchpoints - from qualitative research to advanced analytics - distilling complex data into compelling stories that influence stakeholders across the business.

What You'll Do

Lead and develop the customer insight team to deliver actionable insights
Own Bloomreach data analysis to power CRM and loyalty strategies
Drive segmentation, event tracking, and workflow integrations
Champion experimentation: A/B testing, regression, CLV, churn prediction
Lead brand health tracking and competitor analysis
Create guest avatars and embed segmentation across the business
Design and deliver ad hoc research (quant + qual, digital + face-to-face)
Provide insight fuel for annual planning and strategic initiatives
Manage agency partners and ensure insights drive commercial impact

What You'll Bring

SQL is a must - strong ability to query relational databases, aggregate data, and optimize queries
5+ years in customer insight, data analytics, and research
Mastery of Bloomreach Engagement Platform (3+ years preferred)
Proven ability to lead teams and influence senior stakeholders
Deep understanding of CRM, loyalty, segmentation, and customer lifetime value
Exceptional storytelling and presentation skills
Passion for guest-first thinking and data-driven decision-making

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