Senior Customer Analyst

1 week ago

Brighton East Sussex, United Kingdom 15gifts Full time

At 15gifts, we believe in a more human approach to digital selling. We use sales psychology principles to empower users to make confident purchasing decisions online.

We’re at a pivotal time in our company’s history, moving from our original Guided Selling Engine implementation to a new Virtual Sales Agent, which seeks to build on our 15 years of experience using LLM technology to create a sales experience that feels truly personal. We work with some of the world’s leading telecommunications and media brands throughout Europe & the U.S.

We’re seeking an experienced individual contributor to drive strategic and data-led partnerships across some of our largest customers. In addition to our amazing customers, you'll work closely with your partnered Customer Success Director to deliver value and customer outcomes for your group of strategic customers.

You'll use your data-driven and commercially aware communication skills to ensure that our value is understood by all customers and lead the performance management and forecasting process for them.

You'll be joining 15gifts at an exciting moment in our growth as we launch the upgraded version of our product in early 2025. You'll manage our strategic customers through their transition from our current product to their upcoming upgrade. This role is key for helping navigate the transition period of 2025 and the expected growth in 2026 and beyond.

The person we’re looking for

  • 5+ years in an analytics role
  • 5+ years using SQL in a business environment
  • A proactive, driven mentality and a desire to continuously improve processes
  • Excellent at communicating analytics topics to a non-technical audience
  • Can communicate data in a high-quality, professional way that aligns with brand guidelines
  • Thrives working in a commercial environment
  • Great at building strong relationships with internal and external stakeholders
  • Capable of designing and implementing user-friendly analytics solutions that streamline complex commercial processes and calculations

You’ll be responsible for

  • You’re responsible for managing the analytical relationship with a small group of our strategic customers with a combined ARR exceeding £3m
  • You understand and care about the impact that the right insight, communicated in the right way, can drive in a business, and you're a driven and proactive individual who wants to help their customers grow
  • You’ll be responsible for data-driven and commercially aware communication to ensure that our value is understood by all customers, including within: renewals, proof of concepts, business reviews, risk situations and growth opportunities
  • You have experience using SQL to manipulate data in a business setting, you have a great eye for detail and enjoy using data to solve a puzzle
  • You are exemplary at relationship building at multiple levels and can navigate complex organisational networks - from building strong champions to nurturing relationships with executive sponsors
  • You have a strong commercial mindset and are an expert at leading others to achieve goals and targets
  • As one of the most experienced members of the team, you’ll be bringing your knowledge to help continually build on our Customer Analytics strategy and best practices

Diversity is incredibly important to us. Research shows how people from marginalised groups are less likely to apply for a job unless they meet every requirement. However, these accountabilities are a guide, and, if you feel like this role could be for you and you don’t meet every criteria, please do apply. We’d love to hear from you.

Benefits include

  • Employee Assistance Programme (confidential counselling)
  • Medicash healthcare scheme (reclaim costs for dental, physiotherapy, osteopathy and optical care)
  • easitBrighton travel scheme (discounted public transport options)
  • Cycle to work scheme
  • Life Insurance scheme
  • 25 days holiday + bank holidays + your birthday off (rising to 28 after 3 consecutive years with the business & 30 after 5 years)
  • Contributory pension scheme

Other extras in the office

  • On-site changing rooms, showers and internal bike storage
  • Breakfast, fresh fruit, snacks, beers
  • Regular social events, including Friday drinks
  • Visits from friendly office dogs

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