Great Place To Work UK

Customer Retention Specialist

• 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.

Customer Insight and Retention Manager

Customer Success Manager

• Briefing, building, and deploying emails across broadcast, targeted, and automated journeys.
• Collaborating with our creative, brand, merchandising and CRM teams.
• Ensuring every communication aligns with our brand and supports our wider retention strategy.
• Owning the QA process to ensure flawless execution: builds, links, rendering, segmentation and content accuracy.
• Managing content workflows, timelines, and feedback loops across creative teams.
• Contributing new ideas for creative formats, testing opportunities, and innovation within the channel.
• Maintaining and evolving the CRM/email playbook to guide best practices.

Email & CRM Executive

Manager

• Lead the development and delivery of high-impact data insights across the business
• Transform data into actionable insights for informed decision-making
• Responsible for the end-to-end reporting lifecycle
• Build and maintain scalable Power BI reporting
• Develop and maintain data ingestion pipelines for data quality
• Collaborate with business users to understand data needs and translate into reporting
• Identify business growth opportunities and operational efficiencies
• Work with Tech department to optimise data architecture
• Provide training and support to promote self-service reporting
• Monitor Power BI services for performance optimisation
• Develop documentation, data models, and data dictionaries

Insights and Reporting Manager

Ecommerce

• Own the end-to-end performance of our ecommerce platform, ensuring revenue growth, conversion optimisation, and customer engagement.
• Develop and execute promotional, merchandising, and digital marketing strategies aligned with business objectives.
• Lead ecommerce platform migrations, upgrades, and integrations (with focus on Shopify Plus and third-party systems).
• Manage relationships with developers, agencies, and technology partners to ensure smooth technical implementation and ongoing platform stability.
• Translate business needs into technical requirements, ensuring projects are delivered on time and within budget.
• Oversee day-to-day operations of the Shopify storefront, including catalog management, product setup, pricing, promotions, and content updates.
• Partner with design teams to improve UX/UI, ensuring intuitive site navigation, optimized checkout flow, and mobile-first design principles.
• Conduct A/B testing and leverage customer insights to refine user journeys, enhance engagement, and increase conversion rates.
• Ensure best practices in SEO, accessibility, mobile experience, and site performance
• Analysis of ecommerce KPIs (traffic, conversion, AOV, CLV, etc.) and provide actionable insights.
• Continuously monitor site performance, troubleshoot issues, and implement improvements.
• Manage and mentor junior team members across ecommerce, merchandising, and digital operations.
• Collaborate with marketing, operations, IT, and logistics teams to deliver seamless customer experiences.
• Partner with stakeholders to drive alignment on ecommerce initiatives and roadmap priorities.

eCommerce Manager

Financial Planning and Analysis

• Performing daily bank reconciliations
• Completing store sales reconciliations
• Owning expenses process for both retail & SSC colleagues
• Owning credit card management for SSC colleagues
• Processing supplier invoices
• Managing and resolving queries
• Managing the finance set up of new stores
• Assisting with audit queries
• Any other ad hoc tasks

Finance Assistant

Customer Support

• Handle customer inquiries via live chat, phone, and email
• Provide assistance with product information, order tracking, and returns
• Deliver outstanding customer service and resolve issues
• Maintain accurate records of customer interactions and transactions in CRM
• Work closely with sales and operational teams to address customer concerns and escalate when needed
• Provide feedback to management on recurring issues and customer suggestions
• Follow a part-time two-week rotating rota (30.5 hours/week) with required weekend shifts on rotation
• Temporary position until end of January 2026
• Hybrid working (office presence and remote shifts)

Customer Service Advisor

Social Media Manager

• Shoot, edit, and optimise video content that stops scrollers and converts viewers into customers
• Be the creative force behind high-performing social media ads
• Work directly with the Creative Strategist and Producer
• Produce content from concept through to final delivery, collaborating with the production team
• Create multiple asset variations for A/B testing across platforms
• Apply motion graphics, transitions, and on-screen text to videos
• Optimise videos for TikTok, Meta, YouTube and other platforms
• Maintain awareness of social media video trends and performance best practices