Customer Insight and Retention Manager

We're looking for an Insight Activation Manager—someone commercially curious, analytically sharp, and action-oriented. You'll turn complex customer data into meaningful insights, then translate those insights into clear, impactful plans across our marketing and retail channels. You'll be the bridge between customer understanding and commercial activation: uncovering the "so what" and shaping "what we should do with it."

This role sits at the heart of our Customer Retention strategy. Your work will deepen our understanding of customer behaviours, segments, and cohorts, helping us drive repeat purchase, frequency, average order value, and ultimately Customer Lifetime Value.

Reporting into the Head of Retention, you will be a thorough analyst, a confident communicator, and someone who can influence, collaborate, and inspire action across teams.

This is a full-time position of 37.5 hours per week, which requires working in the office for 3 days and remotely for 2 days.

Requirements

• Identify commercial opportunities by mining our customer database and spotting insights that can drive incremental revenue—across repurchase rate, purchase frequency and AOV/ATV.
• Translate insights into activation plans across marketing channels including email, paid media, direct mail, and onsite/ecommerce, as well as retail stores.
• Support customer journey mapping, partnering with the Head of Retention to optimise interactions and touchpoints aligned with key objectives.
• Measure and communicate customer performance, ensuring the wider business understands progress and the impact of retention initiatives.
• Champion personalisation opportunities, helping elevate the customer experience across channels through better data, targeting and relevancy.
• Own and evolve our audience growth plan, quantifying audience potential, identifying growth levers, and helping embed segmentation across the business.

About You

• Experienced in customer analysis, ideally in a retail or consumer-focused environment.
• Strong understanding of multi-channel marketing and how different channels influence customer behaviour.
• Comfortable working with large datasets, with the ability to translate complexity into clarity, using different techniques like SQL, cohort analysis, regression, propensity analysis or lifetime value analysis.
• Actionable insight - able to integrate data and use it to drive actions which positively impact customers and the business
• Data story teller - able to use data and visualisations to make impact and communicate to a range of stakeholders
• Hands-on experience using a Customer Data Platform (CDP) for analysis and reporting—Bloomreach experience is a strong advantage.
• Segmentation - able to use segmentation techniques to identify customer groups to increase impact
• A genuine passion for customer experience and doing what's right for the customer.
• Inquisitive, quick to learn, and comfortable in a growing and evolving environment.
• Excellent communicator able to work effectively with stakeholders at all levels, influencing decisions with confidence.

Benefits

What's in it for You?

• Salary is £45,000 per annum
• Total value of our perks is worth £3,000+ per year
• Free parking on-site
• Free gym access on-site
• Unlimited coffee and tea throughout the day
• Free fresh fruit and cake daily
• Subsidised meals - breakfast and lunch
• Hybrid Working: 3 days in our inspiring ProCook HQ, 2 days flexible remote
• Opportunity to work with a passionate team
• Generous colleague discount - 40% off to spend in store or online + 30% for friends and family
• 2 x Annual paid volunteering days
• Employee Assistance Programme
• Friends and Family Referral Scheme
• 33 Days Annual Leave (including bank holidays)
• Discretionary bonus scheme of up to 15%
• B Corp certified company committed to ethical practices and sustainability
• A company recognised as a Great Place to Work for 4 consecutive years
• Disability Confident Leader

We Welcome Everyone

At ProCook we are committed to diversity and inclusion, and we welcome applications from people of all abilities.

If you require any reasonable adjustments to support you through the application or interview process, please let us know. We're committed to making our recruitment process as inclusive and accessible as possible.

About ProCook's Sustainability Commitment:

At ProCook, sustainability is at the heart of what we do. 

As a certified B Corporation, we strive to balance profit with purpose, focusing on reducing waste, and ensuring ethical business practices. 

By joining our team, you will contribute to our efforts in creating a positive impact on the planet.