Senior Customer Analyst

Senior Customer Analyst | Retail & Ecommerce | Up to £70K | Hybrid (London) Looking to join a fast-paced retail brand where your insights genuinely drive the bottom line? We’re partnering with a well-known multi-channel clothing retailer that’s on a mission to elevate their customer strategy through best-in-class analytics. They’re looking for a Senior Customer Analyst who can bridge the gap between data and commercial decision-making — someone who thrives at the intersection of insight, planning, and trading. The Role This is a key position in the analytics and finance team, responsible for understanding the full customer lifecycle and using that to influence planning, performance, and strategy. You’ll own the customer data lens — from repeat rates and LTV to growth projections and retention strategies — and translate that into actionable goals for marketing, finance, and trading. Core Responsibilities Analyse the customer file, identifying key trends in acquisition, retention, and churn Provide insight into repeat behaviours, growth patterns, and revenue opportunities Collaborate closely with marketing and trading teams to set realistic and effective goals Build and improve reporting frameworks post a recent CRM migration to an external provider Model future performance across key periods (Q4 peak season, Q1 strategy, Q2/Q3 deep-dives) Run segmentation, forecast LTV, and assess campaign performance Upcoming Projects Migration is complete — now it's time to build out core reporting Q4: Prepare for peak season with data-led strategies Q1: Set goals, model performance and acquisition needs Q2–Q3: Deeper insight work, strategic evaluations, and long-term planning Ideal Candidate Strong SQL experience — able to pull and manipulate large customer datasets Excellent Excel modelling skills — forecasting, cohort analysis, commercial modelling Proven background in customer metrics: LTV, segmentation, retention, churn Experience in retail/ecommerce highly preferred — ideally across seasonal/trading cycles Commercial mindset: understands how insight feeds into financial and marketing strategy Comfortable working cross-functionally with Finance, Trading, and CRM Location & Offer Hybrid working – London HQ (ideally 2–3 days per week) Salary: Up to £70,000 depending on experience Strong benefits package and a highly collaborative, data-led culture If you're a commercially minded analyst who knows how to make customer data speak to performance — and you want to work in a high-growth environment where you can actually shape the plan , this one’s for you. Send your CV to roshnibaillie@harnham.com to hear more