Senior Commercial & Customer Insight Manager

Location: London (Hybrid)
Sector: Consumer / Beauty & Wellness

We are recruiting a Senior Commercial and Customer Insight Manager for a high-growth, digitally native beauty brand in London to support its next phase of scale.

Reporting to the Head of Growth , this role owns customer insight, CRM analytics, lifecycle performance, and commercial decision support , translating data into clear actions across growth, brand, and product teams.

Ideal for a Senior Customer Insight Manager / Commercial Insight Lead looking for real ownership, senior visibility, and the chance to embed data-driven and AI-enabled insight into a fast-moving beauty business.

Critically, this role is also an AI evangelis and will lead adoption, education, and practical application of AI across demand functions, ensuring AI becomes embedded into everyday ways of working.

KEY RESPONSIBILITIES

Customer & Commercial Insight

• Own customer and commercial insight across acquisition, retention, and lifetime value.

• Act as the source of truth on customer behaviour, demand drivers, and performance.

• Translate data into clear, actionable insight that drives growth decisions.

CRM & Lifecycle Analytics

• Lead CRM, segmentation, cohort, and lifecycle analysis.

• Identify opportunities to improve retention, repeat purchase, and customer contribution.

• Partner with Growth and CRM teams to turn insight into action.

Commercial Decision Support

• Support planning, forecasting, scenario modelling, and investment decisions.

• Enable teams with insight that informs channel mix, budgets, and prioritisation.

AI-Enabled Insight

• Champion practical adoption of AI across insight, CRM, and growth teams.

• Embed AI tools into everyday analysis and decision-making.

Measurement & Reporting

• Own insight frameworks and performance reporting.

• Establish a trusted single source of truth and shared metrics across teams.

Essential experience & skills

• Proven experience in a commercial, insight or strategy role within a DTC, retail or fast‑moving consumer business.

• Strong analytical skills with experience using Google Analytics, BI tools (Looker, Tableau, Power BI or similar) and SQL or advanced Excel for segmentation and modelling.

• Experience building customer segments, cohorts and lifecycle strategies that drive retention and CLTV improvements.

• Comfortable building forecasts, running scenario analysis and presenting commercial recommendations to senior stakeholders.

• Experience working with CRM and e‑commerce platforms (e.g. Klaviyo, Shopify) and familiarity with paid and organic acquisition channels.

• Strong project management skills and the ability to prioritise multiple initiatives in a fast‑moving environment.

Desirable

• Experience in beauty, personal care or lifestyle brands.

• Hands‑on experience with user research, VOC tools and survey design.

• Familiarity with advanced analytics techniques (attribution, propensity modelling).

What we offer

• 4 days on site, home working each Friday

• Pension contributions on total earnings.

• Employee discounts and wellbeing support.

• Learning and development opportunities and career progression.

Equal Opportunities

We are committed to building a diverse and inclusive workplace and welcome applications from people of all backgrounds and identities. Reasonable adjustments can be made for candidates with accessibility needs throughout the recruitment process.

Please note: we aim to respond to all applicants where possible. If you have not heard from us within two weeks, please assume your application has not been shortlisted. With your permission, we may retain your details for future opportunities.