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Customer Insight Lead

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PetLab Co.

7d ago

  • Job
    Full-time
    Mid Level
  • Data
    Marketing
  • London

AI generated summary

  • You need 4+ years in customer research, strong analytical skills, ability to communicate insights clearly, and an empathetic curiosity for understanding customer behaviors.
  • You will analyze customer insights to enhance messaging and creative strategies, optimize retention through CRM collaboration, and develop ongoing systems for understanding customer behaviors.

Requirements

  • 4+ Years in Customer Insight/Research: Experience in customer research roles, preferably within a consumer-facing business.
  • Data-driven: Strong analytical skills, comfortable with interpreting quantitative and qualitative customer data to extract actionable insights.
  • Proactive Communicator: Ability to translate customer feedback into clear, actionable recommendations for cross-functional teams.
  • Empathy and Curiosity: A genuine curiosity for understanding customer behaviors and an empathetic approach to addressing their needs.

Responsibilities

  • Driving Creative Success in Paid Media and Acquisition channels
  • Utilize customer insights to uncover what messaging and creative angles resonate most with target audiences, driving ad success and conversion rates.
  • Translate feedback and behavior data into actionable recommendations for high-performing content types and campaign messaging, ensuring our creatives are insight-driven and aligned with customer needs.
  • Provide strategic guidance on messaging and creative direction for specific products, using data to shape compelling visuals and narratives that resonate with our audience.
  • Optimizing Retention Strategies with CRM and Product
  • Leverage deep customer insights to understand retention drivers, going beyond surveys to analyze the full customer journey, including unboxing experiences, product usage, and customer service interactions.
  • Work closely with the CRM team to optimize email and SMS flows by tailoring messaging and campaigns to resonate with specific customer personas and needs; and more generally integrate customer insight into CRM strategies, delivering practical, high-impact improvements to the channel.
  • Identify key opportunities to improve retention and increase lifetime value (LTV) by using insights to inform personalized messaging, content strategies, and retention-focused initiatives.
  • Input key customer insights for our new product development process.
  • Collaborate cross-functionally (including CX, and Operations) to drive optimization across touchpoints such as packaging & labelling, customer service, proactively addressing potential issues to prevent negative feedback rather than reacting to customer complaints.
  • Driving Deep Customer Understanding through Qualitative and Quantitative Data and Building Continuous Insight Systems
  • Utilize diverse data sources—including onsite behavioral metrics, purchase and retention data, customer care feedback, survey insights, as well as extensive 1:1 customer interviews - to uncover detailed insights into customer behaviors and preferences.
  • Synthesize these data points into actionable customer profiles and personas that drive strategic decisions for acquisition and retention.
  • Deliver a profound understanding of customer motivations, pain points, and aspirations, transforming these insights into impactful strategies across marketing and retention efforts.
  • Develop and implement an automated infrastructure, such as dynamic surveys and feedback loops at key customer lifecycle touchpoints, ensuring a continuous flow of fresh, actionable insights to drive strategic decisions.

FAQs

Do we support remote work?

Yes, we offer hybrid or remote working options for this role within the UK.

What role does the Customer Insight Lead play at PetLab Co.?

The Customer Insight Lead is responsible for guiding our customer insights strategy by turning data into actionable marketing and retention opportunities.

What are the main responsibilities of the Customer Insight Lead?

The main responsibilities include driving creative success in paid media, optimizing retention strategies with CRM and product teams, and building continuous insight systems through qualitative and quantitative data analysis.

What is the ideal candidate's background for this position?

The ideal candidate should have extensive experience in eCommerce and DTC businesses, collaboration with paid media and CRM teams, customer insights expertise, and a proven ability to translate insights into strategic recommendations.

How will success be measured in this role?

Success will be measured by improvements in creative performance, retention and LTV growth, integration of customer insights, effective cross-functional collaboration, impactful communication of insights, and measurable business impact.

What are the requirements for applying for this position?

Candidates should have 4+ years of experience in customer insight or research, strong analytical skills, proactive communication abilities, and a genuine curiosity about understanding customer behaviors.

What benefits are offered to employees at PetLab Co.?

Benefits include private health care, generous annual leave, flexible working hours, a nursery salary sacrifice scheme, enhanced maternity/paternity leave, free snacks, gym memberships, and more.

Is there support for employee learning and development?

Yes, PetLab Co. provides a generous learning and development budget to encourage continuous education and skill enhancement.

Does PetLab Co. have a diversity and inclusion policy?

Yes, PetLab Co. is an equal opportunity employer committed to diversity and inclusion, welcoming applications from all backgrounds.

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PetLab Co.

We’re PetLab Co. A company built for pet owners, by pet owners.

Manufacturing & Electronics
Industry
51-200
Employees
2018
Founded Year

Mission & Purpose

PetLab Co. is a professional community of animal lovers that uses scientific research to guide our product development. We provide everything from vitamin supplements and grooming products, to general expert advice – all aimed at maximising the health and well-being of every pet. At PetLab Co., we grew frustrated with the market of cheaply produced and ineffective dog supplements and, as humans, we can personally bear the pain of low quality products, but dog’s can’t trial-and-error like we do. So, where pets are concerned, we dedicate ourselves to rigorous research and total transparency which allows our customers to rely on us, worry free. For this reason, we live, breathe and operate with 100% belief that anything consumed by our dogs & cats should be safe, natural and effective... That’s why we NEVER cut corners.