Customer Insight Lead

Summary

Join PetLab Co., a leading DTC pet supplement company, as their Customer Insight Lead! This hybrid or remote UK-based role requires a data-driven and creative individual to guide customer insights strategy, turning data into actionable marketing and retention opportunities. You will be responsible for driving creative success in paid media, optimizing retention strategies with CRM and product, and building continuous insight systems. The ideal candidate possesses extensive eCommerce experience, particularly in DTC and subscription businesses, and a proven track record of collaborating with paid media and CRM teams. PetLab Co. offers a variety of benefits, including flexible working hours, generous annual leave, a pension scheme, enhanced parental leave, and professional development opportunities.

Requirements

• Ecommerce & DTC Experience: Extensive experience in eCommerce, particularly in DTC and subscription businesses, with a strong grasp of the customer journey and business dynamics
• Collaboration with Paid Media & CRM Teams: Proven track record of working closely with paid media and CRM teams to drive performance through actionable customer insights and strategic direction
• Customer Insights Expertise: Skilled in analyzing diverse data sources (behavioral, purchase, customer service, surveys) to generate actionable insights and create targeted customer profiles
• Strategic & Data-Driven: Ability to translate insights into clear recommendations that improve marketing, retention, and LTV, while using data to inform decisions
• Infrastructure Builder: Experience developing systems (e.g., regular surveys) to ensure continuous, actionable customer insights
• Cross-Functional Collaboration: Effective in working with marketing, CRM, product, and customer service teams to integrate insights into strategies
• Effective Communicator: Ability to present insights with impact, including to senior stakeholders, driving action and alignment
• Proven Impact: Track record of using customer insights to improve CR%, retention, and LTV
• 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

• 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
• 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
• 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

Benefits

• Private Health Care through Vitality
• Generous Annual Leave - 28 days + public and bank holidays
• Flexible Working Hours – We focus on results and trust people to manage their time, whether working from home, while travelling, or in the office!
• Help@Hand – Employee Assistance Programme
• Nursery Salary Sacrifice Scheme
• Royal London Pension Scheme – We offer a workplace pension scheme with one of the UK’s leading providers of group pensions. With an employer contribution of 5%!
• Enhanced Maternity / Paternity / Adoption Leave – because time with new family members is important!
• Puppy Therapy – working in partnership with Paws in Work to provide a boost of oxytocin twice a year
• Generous Learning and development budget – We always want you to keep learning
• Free breakfast, fruits and snacks – refuel and revitalise with free munchies in the office
• Working Environment – dogs are welcome!
• Life Assurance – In the event of your death, while employed by us, your chosen beneficiaries will be provided with a tax-free lump sum equivalent of four times your basic salary
• Gympass – All in one subscription bringing you the largest selection of gyms, studios and apps
• Electric Vehicle Scheme – Employees sacrifice salary in return for a new electric car, typically saving 30-40% of costs through income and tax and national insurance
• Give Back Day – An extra day off in the year to volunteer plus a £50 contribution to your chosen charity
• Health Cash Benefit – We offer the bronze package with enables you to claim a certain amount of cashback when you pay for something that is health related, i.e dental