Customer analytics manager

Job Description

Are you someone who believes data should do more than produce reports? Do you have the ability to turn complex analytics into commercial insight, influence business decisions and drive meaningful customer outcomes? We're partnering with a growing global technology and supply chain solutions business to appoint a Customer Analytics Manager who will play a pivotal role in shaping how the organisation understands, retains and grows its customer base.

This is an opportunity to take ownership of the customer analytics function, building the frameworks, intelligence and reporting capabilities that help commercial teams make smarter, data-led decisions. Sitting at the intersection of Business Intelligence, Customer Success and Commercial Strategy, you'll have the opportunity to move beyond traditional reporting and directly influence customer retention, revenue growth and long-term value.

You'll act as the analytical partner to the Customer Success and Account Management teams, transforming customer and operational data into actionable intelligence.

Customer Health & Retention

• Design and continuously develop customer health scoring models, incorporating metrics such as order frequency, dispute rates, response times and service satisfaction.
• Build weekly customer health reporting, identifying at-risk accounts and highlighting the underlying drivers behind changes in performance.
• Develop predictive churn models to identify potential customer attrition 30–60 days in advance.
• Create automated renewal dashboards and reporting to support retention strategies and improve customer outcomes.
• Provide meaningful analytical insight to senior leadership to support strategic and commercial decision-making.

Customer Growth & Commercial Intelligence

• Identify opportunities for account expansion through customer behaviour analysis, market share insights and wallet share tracking.
• Analyse service usage and customer activity to uncover opportunities for service upgrades and improved commercial value.
• Develop customer value reports highlighting demand patterns, inventory efficiency, service performance, cost savings and operational improvements.
• Partner with Account Managers and Customer Success teams to translate insights into meaningful customer conversations and Quarterly Business Reviews (QBRs).
• Support executive and board-level reporting with clear, commercially relevant analysis.

Analytics, Automation & Innovation

• Build and maintain automated dashboards and reporting solutions using Power BI or Tableau.
• Connect and maintain data across operational platforms, CRM systems and business intelligence tools.
• Establish consistent data definitions, reporting standards and customer scoring methodologies across the organisation.
• Introduce automated alerts to flag changes in customer health and emerging commercial opportunities.
• Partner with IT and Operations to improve data quality and develop more advanced analytical capabilities, including AI-enabled insights and predictive modelling.

What We're Looking For

We're looking for an experienced analytics professional who combines strong technical capability with commercial awareness, strategic thinking and excellent communication skills. You'll ideally bring:

• 8+ years' experience in Business Intelligence, Data Analytics, Customer Analytics or a similar analytical discipline.
• Strong hands-on experience with Power BI, with Tableau also relevant.
• A proven track record of building analytical dashboards and reporting frameworks that drive business decisions, rather than simply presenting data.
• Experience developing customer health scores, churn models, retention analytics or commercial performance frameworks.
• The ability to interpret complex datasets and translate findings into clear, actionable business recommendations.
• Experience working with CRM, ERP or WMS data sources, ideally across platforms such as Salesforce, HubSpot or Pipedrive.
• Working knowledge of Python or similar analytical tools, including statistical analysis.
• Excellent stakeholder management and communication skills, with the confidence to influence senior leaders and work closely with customer-facing teams.
• Experience within technology, SaaS, supply chain, logistics, distribution or e-commerce fulfilment would be particularly advantageous.
• Exposure to service supply chain or spare parts logistics would be a significant plus.

Why Join?

This is more than an opportunity to manage reporting and analytics. You'll have the autonomy to shape an important business function and establish how customer intelligence is used across a global organisation. You'll have the opportunity to:

• Make a measurable commercial impact: Directly influence customer retention, revenue expansion and Net Revenue Retention (NRR).
• Build something meaningful: Take ownership of customer analytics frameworks, scoring methodologies and reporting processes.
• Influence senior decision-making: Work closely with leadership and commercial stakeholders, helping shape business strategy through data.
• Drive innovation: Play an active role in the adoption of AI, predictive analytics and automated customer intelligence.
• Enjoy autonomy: Bring your expertise, challenge existing approaches and introduce new ways of working.

The business is looking for someone who can bring fresh thinking, educate the organisation and elevate its analytical capabilities. Interested? If you're a commercially minded analytics professional who enjoys turning data into action and wants to take ownership of a function with genuine business impact, we'd love to hear from you. Apply today.