Senior Analyst — Customer (Beauty)

Responsibilities

Customer Analytics

• Own analytical projects across the customer lifecycle — acquisition, retention, CRM, loyalty, marketing performance and personalisation
• Build customer segmentations, cohort analyses and behavioural models that the business can act on
• Analyse marketing channel performance — understanding what drives efficient acquisition

Support development of the Beauty customer KPI framework

• Contribute to marketing mix modelling (MMM) — providing customer and channel inputs, and connecting MMM outputs back to customer-level acquisition and retention decisions
• Synthesise quantitative data with qualitative insight (customer research, surveys, feedback) to build a rounded view of customer behaviour

Technical Delivery

• Write and maintain SQL queries and analytical scripts — producing accurate, well-documented analysis
• Work with the Engineering team to understand the customer data model
• Build dashboards and reports that communicate customer performance clearly

Stakeholder Engagement

• Present findings to the Customer Lead and Beauty stakeholders — translating complex analysis into clear business recommendations
• Manage ad hoc analytical requests — prioritising effectively and delivering reliably
• Coach the Customer Analyst — sharing knowledge and providing feedback
• Build strong working relationships across Beauty, Marketing, Brand and Data Engineering — managing stakeholder expectations and competing priorities proactively

Requirements

• Experience (typically 3+ years) in customer analytics, CRM or marketing analytics
• Strong SQL skills — comfortable building complex analytical queries
• Proven ability to work independently and take end-to-end ownership

Preferred

• Experience in beauty, lifestyle, fashion or e-commerce environments
• Exposure to marketing mix modelling (MMM) or econometric approaches to marketing measurement
• Familiarity with CRM or marketing automation platforms
• Experience with Tableau or equivalent BI tooling

What Good Looks Like at This Level

• Operates largely independently — owns complex customer analytics end-to-end
• Deep expertise in customer analytics — the go-to person for customer behaviour, acquisition and retention questions

, you will

What skills and experience do I need for this role?

Essential

• Experience with customer segmentation, cohort analysis or lifecycle analytics
• Strong storytelling — able to communicate complex analysis clearly to non-technical stakeholders
• Experience with ecommerce analytics — conversion, funnel and site performance metrics
• Skilled at synthesising quantitative data with qualitative insight to form a complete view of customer behaviour
• Strong stakeholder management — able to build trust and manage competing priorities across functions

Desirable

• At THG, we expect everyone to demonstrate behaviours that match their level. Here is what that looks like in this role:
• Coaches the Customer Analyst — actively developing team capability
• Accountable for own targets — delivers high-quality analysis with minimal supervision
• Understands how customer analytics connects to commercial outcomes — CLV, retention rate, acquisition cost
• Makes pragmatic decisions on analytical approach — balancing rigour with speed

What’s in it for me?

Career Development

• Access bespoke development programmes that have been designed and developed by our in-house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
• Access to our subsidised on-site dentist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

Save up to 12% on the cost of personal tech through our salary sacrifice scheme.

Subsidised bus pass from Manchester City Centre to our ICON office.

Up to 50% staff discount on THG brands.

On-site staff shop.

Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.

Anniversary gifts when you hit 5 and 10 years of service.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our

Talent team to discuss further.