Description
Customer Analyst
Department: CRM & Loyalty
Employment Type: Permanent - Full Time
Location: London, England, Head Office, Chelsea House, Hybrid
We are looking for a data-driven and commercially minded Customer Analyst to join the Marketing and Customer Measurement team at River Island. This role will support the analysis of customer behaviour across our digital and retail channels, helping the business better understand how customers shop, engage with marketing, and build long-term loyalty.
Working closely with CRM, Digital, eCommerce, and Marketing teams, you will extract and analyse customer and campaign data to generate actionable insights that improve customer acquisition, engagement, retention, and lifetime value. You will play a key role in developing reporting, customer segmentation, and performance analysis to help shape our customer strategy.
This role is ideal for an analyst with strong curiosity about customer behaviour and a passion for turning complex data into meaningful insights that influence marketing and business decisions.
Responsibilities:
Customer & Lifecycle Analysis
- Extract and analyse customer behaviour across online and offline channels to identify trends in acquisition, retention, repeat purchase, and churn.
- Conduct cohort and lifecycle analysis to understand how different customer groups perform over time.
- Identify key drivers of customer value, frequency, and engagement.
CRM & Campaign Performance
- Evaluate the performance of CRM campaigns (email, push, loyalty and personalisation) and provide recommendations to optimise targeting and engagement.
- Support the CRM team with segmentation analysis and audience insights to improve campaign effectiveness.
- Consolidate and nalyse promotional and marketing activity to understand the impact on customer behaviour and sales.
Customer Segmentation & Insights
- Work with our partner to build and maintain customer segments based on behaviour, value, demographics, and engagement.
- Support in identify high-value and at-risk customer groups and provide recommendations to improve retention and loyalty.
- Support the development of customer personas and insights that inform marketing strategy.
Reporting & Dashboarding
- Develop dashboards and reports that track key customer metrics such as LTV, CAC, retention, repeat purchase rate, and customer profitability.
- Deliver regular reporting on customer performance and key marketing KPIs.
- Ensure accuracy and consistency across marketing and customer datasets.
Cross-Functional Collaboration
- Partner with teams across CRM, Marketing, Digital, eCommerce, and Finance to support data-driven decision making.
- Translate complex data into clear insights and recommendations for stakeholders across the business.
- Support the Lead Customer Analyst with deeper analysis, experimentation, and strategic projects.
Skills
- Must be proficient in using SQL to query large datasets
- Experience analysing customer data within retail, eCommerce, or consumer-focused businesses preferred.
- Understanding of customer lifecycle metrics such as acquisition, retention, churn, and lifetime value.
- Strong Excel / Google Sheets skills.
- Experience using analytics and visualisation tools such as Power BI, Tableau, or Looker Studio.
- Experience in querying customer or transaction databases adventageous.
- Strong analytical mindset with the ability to interpret large datasets and uncover insights.
- Ability to translate analysis into actionable business recommendations.
- Excellent attention to detail and data accuracy.
About Us
We’re a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts.
This role is based at our Head Office in West London. Check us out here on a map.
What we can offer you:
💰 Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site!
🛒 Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust.
🎉 A free onsite gym, subsidised restaurant & café to fill you needs. Various social events to socialise throughout the year.
🤎 Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment. We also work closely with the Retail Trust to create dedicated support for all our Islanders!
💻 Flexible working is a given, on top of payday and summer early finish Fridays.
💕 Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.
🎓 Support with upskilling through on the job training and qualifications. A succession plan if you want to progress.
💰 A generous bonus scheme & private pension plan.
🩺 The choice to opt in for healthcare through our provider AXA.
☀️ 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!
This role is based at our Head Office in West London. Check us out here on a map.
What we can offer you:
💰 Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site!
🛒 Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust.
🎉 A free onsite gym, subsidised restaurant & café to fill you needs. Various social events to socialise throughout the year.
🤎 Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment. We also work closely with the Retail Trust to create dedicated support for all our Islanders!
💻 Flexible working is a given, on top of payday and summer early finish Fridays.
💕 Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.
🎓 Support with upskilling through on the job training and qualifications. A succession plan if you want to progress.
💰 A generous bonus scheme & private pension plan.
🩺 The choice to opt in for healthcare through our provider AXA.
☀️ 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!
Keeping You Safe
At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfil our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British Values- including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs. To find out more, please visit www.gov.uk.
Our Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise. To find out more about this interview process, check out our hiring process below.
Our Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise. To find out more about this interview process, check out our hiring process below.
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