Lead Analyst - CRM

Description

Lead Analyst – CRM – Digital & Customer Analytics (C4)

Location: London Farringdon - JJ Mack SSC

In a nutshell: 

At Argos, data is one of the most important parts of how we operate, innovate and serve our customers; our Data & Analytics Team ambition is to build the most technically‑advanced, commercial and impactful capability in the industry, powering our Next‑Level Strategy and helping to create an AI‑powered Argos, enabling More Argos, More Often through Inspiring Choice, Always Great Value and Supercharging our Digital Capabilities.

 

The role holder will analyse customer data and provide insights to drive effective customer relationship management (CRM) strategies. They will help the business understand how our marketing is performing, and identify trends to improve acquisition, growth and retention. They will work closely with CRM, marketing, and data science teams to support data-driven decision-making and optimise customer communications. They will be comfortable using segmentation, cohorts, audiences, Customer Lifetime Value, behavioural analysis and journey analytics to provide a clear and actionable view of customers.

What I am accountable for:

1. Support the CRM team to deliver excellent campaign performance across multiple channels (e.g. email, web, push) through accurate forecasting, customer targeting recommendations and insightful post-campaign analysis.

2. Identify trends in customer acquisition, retention and churn. Utilise customer models to improve targeting and personalisation.

3. Build and maintain dashboards and reports using tools such as SQL, MicroStrategy or Power BI.

4. Act as part of a cohesive Digital & Customer Analytics team by collaborating with and supporting the wider eCommerce, Digital Product Analytics and Marketplace Analytics functions; providing a complete and accurate analysis of our end-to-end Customer Journey and digital channel performance.

5. Triage and assessment of D&A use cases to clearly understand the ask, providing subject matter expert input to guide the correct Data and Analytics approach to deliver the requirements.

6. Effective stakeholder management across multiple teams and levels, up to senior leadership.

7. Identification of new ways to improve and optimise existing ways of working through automation and optimisation, including research into emerging technologies and advancements in Data and Analytics technologies and capabilities.

8. Work with data engineering teams to ensure our data pipelines are reliable and accurate. Support data validation and quality assurance processes.

What I need to know 

Essential:

1. You must have experience in Customer or CRM analytics, including Customer Segmentation, Customer Lifetime Value, Behavioural Analysis and Journey Analytics. 

2. You are an expert in Data storytelling, turning complex and technical Analytics terminology into clear, unambiguous and engaging business direction.

3. Extensive experience analysing data and multiple‑source datasets to generate actionable insights from large, complex data environments.

4. Hands‑on experience with SQL, Power BI/MicroStrategy or similar, and familiarity with Snowflake, AWS or similar cloud data technologies.

5. Understanding of A/B testing and statistical analysis.

6. Expert knowledge of Digital data technologies and solutions across the data lifecycle—from data collection, definition and processing to enrichment, storage and visualisation.

7. Proven ability to influence and manage senior stakeholders across multiple workstreams in a complex retail, omnichannel or digital environment.

8. Experience acting as a subject matter expert within a Data and Analytics function and broader business, providing consultancy and direction on Digital and Customer analytics.

9. Strong background in translating ambiguous business questions into data use cases, measurement frameworks and KPIs, with the ability to define clear success measures.

10. Experience creating programme‑level reporting, executive dashboards or senior‑level progress updates.

Desirable 

1. Knowledge or hands‑on experience with Python/R and customer segmentation.

2. Expertise in Digital Analytics and Customer Analytics measurement, including tools such as Adobe Analytics, GA4, Adobe Target, Heap, CRM platforms and CDP solutions.

3. Understanding of advanced data strategies, including AI/ML, data monetisation, marketing effectiveness optimisation or advanced customer analytics.

4. Experience working with or applying AI technologies, including LLMs, ML models or generative AI to enhance workflows, insight quality and speed‑to‑value.

5. Experience in a digital, omnichannel or click‑and‑collect retail environment, where customers interact across Online and Store touchpoints.

6. Experience and knowledge of Digital Experimentation, including A/B/n or MVT and / or Personalisation within a Digital Channel.

7. Experience designing or implementing analytics operating models, governance frameworks or measurement methodologies.

8. Experience managing, mentoring and upskilling direct reports and peers in Data & Analytics processes, tooling and best‑practice.

#LI-NR1

Responsibilities

At Argos, we’re a digital-led UK retailer that keeps pushing boundaries to meet every generation with what they want, how and when they want it. As a market leader in general merchandise, serving millions of customers through our website, app, same-day delivery and Click & Collect services, we offer real opportunities to learn, grow and shape your career. With roles spanning Commercial, Buying, Merchandising, Design and Supply Chain, through to Digital, Operations, Customer Experience, Marketing, and People and Transformation , you will work with brilliant colleagues and directly shape how we serve our customers every day. From enabling inspiring choice across our owned brands, including Habitat, Chad Valley and Bush, alongside the world’s biggest brands like Apple, Lego, Xbox and Samsung, to making shopping effortlessly convenient, championing trusted value and accelerating our strategy - Argos is an exciting place to build your future.

Qualifications
We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 10% of salary, depending on how we perform.Your wellbeing is important to us too. You'll receive an annual holiday allowance and you can buy up to an additional week's holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an employee assistance programme.Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).