Full time

Customer Insight Manager

Please send your CV & Cover Letter

Employment Type

Full time



The Role

The Travel Chapter Group, incorporating Holidaycottages.co.uk and other holiday cottage acquired businesses, is an award-winning holiday letting company with over 25 years’ experience specialising in quality holiday properties across the UK.

We pride ourselves on our extensive and varied portfolio of properties, and always strive to exceed the expectations of our holidaymakers and property owners alike. With over 270+ staff across the UK and a thriving portfolio of 5000+ properties across the UK you can expect to work in a progressive and agile team.

As part of the marketing team you’ll be joining a department recently short-listed for the Best In House Marketing Team at the Travel Marketing Awards. Combining the opportunity to work or a dynamic, forward thinking business whilst also enjoying the fantastic North Devon location.

As Customer Insight Manager you will support the CRM strategy by both creating reports that drive day-day decisions as well as performing deep analysis on key questions that are facing the team.

Reporting to the Senior Customer Marketing Manager, you’ll be responsible for delivering insight to help us identify customers that are more valuable to our business.

You will drive metrics, analytical & reporting improvements to influence CRM and commercial strategy through the use of first- and third-party data. You will be working to increase our customer retention and loyalty. Through the analysis that you will also implement you will be able to recommend enhancements to our segmentation so that we can deliver the most relevant messages to our customers, at the right time.

You will work with the wider team to develop our customer understanding, ensuring that key stakeholders throughout the business know who our customers are, as well as their wants and needs. Through market and audience analysis you’ll help to identify further opportunities for growth in an exciting and quickly moving time for the business.

This is a fantastic opportunity to work in dynamic environment with the opportunity to help shape the future strategy of our marketing efforts.

We are looking for

Essential Skills;

  • Commercial awareness, linking behaviours to business benefit
  • Highly data-literate, with strong data-mining and analytical skills
  • The ability to deliver accurate, relevant and timely information
  • A solid understanding of SQL databases and how to interrogate them
  • Proficiency with a variety of analysis tools, in particular Google Analytics & Microsoft Excel
  • Ability to deliver high quality reports and insight to senior stakeholders using a variety of tools from BI dashboards to PowerPoint presentations and documents
  • Experience driving self-sufficiency across different disciplines
  • A keenness to learn and develop new skills
  • Proven ability to understand and link customer behaviours to commercial impact
  • Self-starter; using commercial awareness to surface insight pro-actively
  • Must be able to multi-task in a fast-paced environment
What will you be doing?

Role Responsibilities;

  • Help direct and shape the business customer insight strategy
  • Using a selection of analytics tools to evaluate and recommend opportunity in CRM performance
  • Pro-actively analysing and identifying opportunities that can drive marketing decision making
  • Create and maintain relevant CRM dashboards and reports
  • Keep on top of market trends and analysis
  • Create and manage customer segmentation that will be used throughout the business
  • Surface analytics to drive retention using A/B (& multivariate) testing through the CRM journey
  • Supporting & driving customer experience improvements through CRM
  • Create hypotheses that drive research and development opportunities
  • Process improvement for analytical consistency & development
  • Work with wider stakeholders within the business to deliver data insight that can help to aid conversion rate and customer loyalty and ultimately reduce the overall CPA
What's in it for you?
  • Competitive Salary
  • Company Pension Scheme 
  • Perk Box - Exclusive staff discounts
  • Free Healthy Snacks 
  • Exclusive staff holiday discounts  
  • 25 days holiday per year plus bank holidays
  • Cycle to Work Scheme
  • Regular social and team events
  • A relaxed, friendly and fun work environment
  • Time for training and self-improvement
  • Highly effective, motivated and supportive team members!