About the role

We have an exciting new opportunity for a Senior Customer Analyst to provide analytical support through key business reporting and ad hoc analysis.

This is a hybrid role - working at least 2 days in the office with the remainder from home.

Role Responsibilities

• Deliver multi-channel digital insights to better understand online customer behaviour.
• Maintain and develop reports to deliver key customer insights.
• Analyse customer behaviour and purchase patterns to uncover insights that drive customer engagement and business profitability.
• Develop and maintain dashboards and reports that track performance against agreed KPIs, customer segments, and campaign effectiveness.
• Collaborate with customer, product, and customer service teams to deliver data-driven recommendations.
• Monitor KPIs such as customer retention rate, churn rate, customer lifetime value (CLTV), and net promoter score (NPS) to inform strategy.
• Conduct A/B testing and multivariate analysis to evaluate the impact of marketing initiatives.
• Use predictive analytics to identify opportunities for upselling, cross-selling, and re-engagement.
• To be committed to good outcomes for customers at all times.
• Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules
• Demonstrate behaviours in line with our Company values
• To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work

About you

• Proficient in data analysis tools (e.g., SQL, Excel)
• Excellent presentation and writing skills.
• Must be able to think creatively about issues and find a resolution.
• Relevant degree (for example, but not limited to, Data Science, Statistics, Economics).
• Ability to work with high level of accuracy, and attention to detail to time critical deadlines.
• Organised with great time management skills.
• Enthusiastic, problem solving and interpersonal skills with ability to put your ideas across verbally and in presentations.
• Good team player.
• The ability to multi-task and willingness take on new responsibilities.
• Enthusiastic about what you do.
• Willing to take on challenges and learn new skills.
• Experience with data visualization
• Experience working in ecommerce or retail, particularly in customer loyalty or CRM.
• Able to commute to Bradford City Centre

Why FGH?

Our staff enjoy competitive benefits including staff discount, generous annual leave, healthcare cash plan together with a vibrant, colourful, creative and flexible working atmosphere. With our competitive benefits, and supportive teams our staff enjoy helping us on our mission and benefit greatly from the challenges that come with working for a successful retailer.

About us

Freemans Grattan Holdings (FGH) is based in West Yorkshire and is part of the OTTO Group – one of the world's largest online retailers.

Home to familiar brands such as Freemans, Grattan and Kaleidoscope, we have over 100 years of experience. 

We're on a mission to help our customers live their best lives through a choice of quality basics, the brands they love and credible exclusive product supported by easy and rewarding ways to pay.

We offer excellent service and delivery seven days a week, with so much going for us - why not be part of the story.

We have over 600 UK employees working for us in various functions, including Marketing and Creative, Customer Experience, Warehousing and Logistics, Financial Services, Transformation, Buying and Merchandising, IT and Support Services. 

Our values of Resilience, Empathy, Ambition, Commitment, and Honesty underpin our vibrant and dynamic culture.

We're heading for some exciting and challenging places, so why not join us and be part of our vision to create a modern, digital retailer with powerful customer brands, exciting product and compelling financial services.