Head Office
9-15 Neal Street, London, WC2H 9PW

Customer Insights & Modelling Executive

Salary: competitive, plus great benefits
Working Pattern: Full Time
Contract Type: Permanent
Apply Now
Customer Insights & Modelling Executive

Customer Insights & Modelling Executive at Caffè Nero

Caffè Nero operates around 1,000 coffee houses in the UK, the Republic of Ireland, the US, Poland, Cyprus, Turkey, the Middle East and Sweden and is Europe’s leading independent premium coffee house. Now employing circa 10,000 employees, since we opened in 1997 we have been providing exceptional, hand-crafted Italian coffee and fresh, high-quality food to customers seeking an authentic, Italian experience. The UK Caffè Nero Group comprises of Caffè Nero UK, Harris + Hoole, FCB Coffee, 200 Degrees and Coffee#1.

The role:

We are looking for a Customer Insights & Modelling Executive at Caffè Nero. The role is based at our offices in Covent Garden, Central London.

Reporting to the Senior Customer Marketing Manager, the Customer Insights & Modelling Executive will analyse and interpret customer-level data to generate actionable insight that improves CRM effectiveness, loyalty engagement and customer value.

The role will work across first-party transactional and loyalty data, brand tracking, CRM performance and customer experience survey data to understand customer behaviour, identify growth opportunities and support more effective targeting. Working with our data agency and internal development teams, they will help develop segmentation, propensity models and lifecycle targeting that support activation, growth, retention and reactivation.

Key accountabilities for this role include:

Customer insight and analysis

  • Analyse customer data across transactional, loyalty, CRM, brand tracking and experience survey sources.
  • Identify actionable insight around customer frequency, spend, product preferences, loyalty participation, attachment, lifecycle stage, lapse risk and reactivation opportunity.
  • Translate customer data into clear recommendations that support CRM planning, campaign targeting, product opportunities and commercial decision-making.

Segmentation, modelling and agency collaboration

  • Work with the nominated data agency to develop and maintain customer segmentation frameworks and propensity models.
  • Support models including likelihood to lapse, likelihood to respond, likelihood to buy specific products and likelihood to increase frequency.
  • Turn segmentation and model outputs into practical audience recommendations for CRM campaigns and lifecycle journeys.

CRM operations and automation

  • Support the development, implementation and optimisation of CRM flows, automations and customer journeys.
  • Develop audience selections, campaign logic, targeting rules and suppression criteria using available customer data and segmentation.
  • Ensure CRM activity is correctly configured, tested, launched and monitored, with strong QA, scheduling, controls and reporting discipline.

Campaign measurement and optimisation

  • Measure the performance of CRM campaigns, lifecycle journeys and customer marketing activity across engagement, conversion, visit behaviour, revenue and incremental uplift where possible.
  • Support test-and-learn activity including A/B testing, control groups, offer testing and journey optimisation.
  • Identify what is working, what is underperforming and what should be scaled, changed or stopped.

The right person:

Caffè Nero is a company with a very special culture and an open and friendly style of working. It operates at pace and is a high-energy, invigorating environment. It attracts people with warmth and a positive outlook who genuinely enjoy working with people.

Whichever country you’re in, Caffè Nero has a culture in which close-knit relationships and trust are at its heart. At Caffè Nero, you truly feel part of a kind and caring family.

The Customer Insights & Modelling Executive will be analytical, commercially curious and highly practical. They will enjoy finding the useful signal in complex customer data and turning it into clear decisions, better targeting and more effective customer journeys.

The successful candidate will have:

  • Experience analysing customer, loyalty, CRM, transactional or behavioural data in a consumer-facing business.
  • Strong analytical capability, with confidence interpreting data, identifying patterns and translating analysis into practical recommendations.
  • Experience working with segmentation, propensity models, lifecycle targeting or customer value analysis.
  • Understanding of CRM campaign planning, journey logic, audience selection, testing, QA and performance reporting.
  • Ability to work with agencies, data teams and non-technical stakeholders to turn business questions into usable insight outputs.
  • Strong attention to detail and operational discipline, particularly around campaign setup, measurement and data quality.
  • Experience with loyalty programmes, marketing automation platforms, BI tools, SQL, Python, retail or hospitality data would be an advantage.

Being part of the Caffè Nero Team:

  • A wonderful place to work, right in the middle of bustling Covent Garden (our Head Office Teams are currently working a minimum of 3 days a week in the office).
  • Access to our benefits platform, giving discounts at the touch of a button.
  • 25 days holiday per annum (plus bank holidays), rising with service.
  • Bonus scheme.
  • 50% employee discount on handcrafted drinks and 40% employee discount on food.
  • Private medical care through Vitality.
  • Medicash (cash plan healthcare scheme).
  • Supporting our team members to achieve their professional goals is important to us, so alongside your day to day work you may have an opportunity to complete a professional qualification with our learning partners.
  • Free hand-crafted drinks whilst you’re in the office - in your first week you’ll have Barista training, so you’ll know how to make the very best Caffè Nero coffee.

 

You are applying for...
Customer Insights & Modelling Executive
Salary: competitive, plus great benefits
Working Pattern: Full Time
Contract Type: Permanent
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Under the Equality Act 2010 the definition of disability is if you have a physical or mental impairment that has a 'substantial' and 'long-term' adverse effect on your ability to carry out normal day to day activities. Further information regarding the definition of disability can be found at: www.gov.uk/definition-of-disability-under-equality-act-2010.
Questions
Thank you for your interest in our role. We now have some questions that we would like you to answer. This forms part of our selection process, and we really appreciate you taking the time to do this. Are you happy to proceed with the questions?
It is a legal requirement that everyone working for us has the Right to Work in the UK. We do not offer visa sponsorship. Do you have the Right to Work in the UK?
Are you able to demonstrate experience analysing customer-level data, such as transactional, loyalty, CRM, digital, brand tracking or customer experience data, to generate actionable insight?
Are you able to demonstrate experience developing, applying or working with customer segmentation, propensity models or lifecycle targeting to improve CRM or marketing performance?
Are you comfortable supporting CRM audience selection, campaign logic, targeting rules, suppression criteria, journey measurement and test-and-learn activity?
This role is based at our Head Office in Covent Garden, Central London. Our teams typically work 3 days in the office each week, although this may evolve over time. Candidates for this vacancy must live within commuting distance to Central London and be able to travel to the office at least 3 days each week. Are you able to fulfil this working requirement?
The salary range for this role is from £28,000 to £35,000 per annum, dependent on experience. Does this meet your expectations for a new role?
It would be great to know why you're interested in this opportunity. Please tell us in a few sentences.
In a few sentences, please provide an example of a piece of customer insight you produced that changed a CRM, loyalty, marketing or commercial decision.
Please describe a customer segmentation, propensity model or lifecycle targeting project you have worked on. How was it used in practice?
Please provide an example of how you have measured campaign or journey performance, including any use of A/B testing, control groups, uplift measurement or optimisation recommendations.
Which analytics, CRM, reporting or modelling tools are you currently using, and how have you used them to benefit the business you work for?
This role is based at our offices in Central London, and all candidates must live within commuting distance. Please confirm your home location, including your postcode.
What is your current salary/benefits package and salary expectations for a new role?
What notice do you need to give from your current job?
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We ask this because we're interested in your suitability.
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In accordance with the Equality Act 2010, these details are strictly for monitoring purposes only and the information you provide is not visible to our recruitment team as part of your application.
Criminal Convictions
Have you been convicted of any criminal offence(s) which are not spent under the rehabilitation act 1974.
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We ask anyone who wants to join our team if they have any unspent criminal convictions. This doesn't mean we won't consider your application, but we need to assess the relevance against the nature of the role and whether the conviction(s) mean the role isn't suitable.
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