Customer Insight Manager - Remote in the UK

Customer Insight Manager – Remote in the UK (With travel to Central London Office)

PetLab Co. is the world leader in DTC pet supplements with 50%+ market share, 9-figure revenue, profitable and rapidly growing with ambitious plans for global expansion. We are a growing business focused on understanding our customers to improve their journey and optimize conversion rates (CR%) and lifetime value (LTV). We're looking for a hands-on, insight-driven Customer Insight Manager to gather customer feedback and data at key touchpoints in their journey. This role is critical for understanding customer expectations, identifying pain points, and collaborating across teams to enhance customer retention and loyalty. If you’re passionate about using customer insight to drive brand improvement and business growth, then this might be the perfect fit.

The ideal candidate has experience in both qualitative and quantitative research methods and thrives in an environment that values customer feedback to drive strategic decisions. You’ll help us uncover what makes customers choose us, continue purchasing, or why they may not repurchase. By conducting interviews and creating surveys, you’ll provide actionable insights that will directly impact our marketing, product development, and overall customer experience.

So, if you’re excited about engaging directly with customers, digging deep into their experiences, and working with teams to make data-driven decisions to increase CR% and LTV, then please keep reading!

Who Will You Report Into?

Hello, my name is Forest Kwok, VP of Marketing at PetLab Co., and I need your help. We are on a mission to deeply understand our customers' journey to optimize our offerings and business growth. To achieve this, we need a Customer Insight Manager who will take ownership of gathering insights from customers throughout their journey—from their first visit to our site to months after purchasing. Your insights will inform decisions across multiple teams, helping us prioritize key initiatives to improve CR% and LTV.

What’s the Ideal Candidate’s Background?

• Customer Research Expertise: Experience in conducting customer interviews, creating and analyzing surveys, and interpreting qualitative and quantitative data to inform business strategy.
• Strategic Mindset: Ability to provide actionable recommendations based on customer feedback to improve marketing, product, and customer service efforts.
• Cross-functional Collaboration: Experience working with various teams (marketing, product, customer service) to communicate insights and drive business decisions.
• Data-driven Approach: Adept at segmenting customer insights by groups (e.g., SKU, subscription vs. one-time purchases, RFM cohorts) to uncover trends and provide targeted recommendations.
• Proven Track Record: Demonstrable experience in leveraging customer insights to influence business strategy, with examples of improving CR%, LTV, or similar metrics.

What’s It Like Working at PetLab Co.?

We’ve gone to great lengths to set up a data-driven culture wherein the best ideas win, regardless of where they come from. As a rapidly growing company, we prioritize finding people who can think fast, move fast and deliver fast… while having fun at the same time.

To that end, here’s what you’ll get access to when you join our team:

• Clear Reporting – Getting accurate and timely data is crucial to enabling marketers to do their jobs, which is precisely what our standalone data analytics team delivers
• Collaborative Team – There are no silos here, we all understand that to win, we must help each other out as necessary, doing things outside our normal jobs when needed
• Scientific Rigor – Everyone on the marketing team shares the same philosophy to attack every challenge with an experimental test-and-learn process to tease out success
• Variety of Challenges – Given we’re just entering our 5th year as a company and growing rapidly, the challenges keep coming with new products, promotions, categories, etc.
• Refreshing Autonomy – Expectations are always set high for anybody who joins the team, but so too is your autonomy to figure out how best to deliver against your objectives

You’ll also find that everyone here listens – if something isn’t working, we respectfully call it out. If something is needed, those needs are heard. If there’s something we can do better, let’s hear it.

How Will Success Be Measured?

• Research Execution: Successfully design and execute both qualitative and quantitative research initiatives to gather valuable customer insights. This includes conducting interviews, surveys, and focus groups to ensure a comprehensive understanding of customer experiences and expectations.
• Insight Synthesis and Reporting: Synthesize research findings into actionable insights and present them, alongside proposed actions, to key teams and stakeholders promptly. Your ability to communicate these insights effectively will facilitate timely decision-making and prioritization of initiatives across the organization.
• Conversion Rate (CR%) Improvement: Drive improvements in conversion rates by leveraging customer insights to optimize the customer journey, marketing strategies, and product offerings.
• Repeat Rate & Lifetime Value (LTV) Enhancement: Contribute to the increase in customer lifetime value through targeted initiatives informed by customer feedback and research findings.
• Team Collaboration: Foster a collaborative environment by actively engaging with cross-functional teams (marketing, product, customer service) to ensure that customer insights are effectively integrated into their strategies and initiatives.

How Will Your Time Be Spent?

• 20% Survey Design: Creating and distributing surveys to capture quantitative data and supplement insights gathered from interviews.
• 45% Customer Interviews: Speaking directly to customers to gather qualitative feedback on their experiences, expectations, and pain points.
• 25% Cross-functional Collaboration: Working with marketing, product, and customer service teams to prioritize initiatives based on customer feedback.
• 10% Strategy and Reporting: Reporting on key findings, trends, and actionable insights to inform strategic decisions across teams.

Requirements

• 3-5 Years in Customer Insight/Research: Experience in customer research roles, preferably within a consumer-facing business.
• Data-driven: Strong analytical skills, comfortable with interpreting quantitative and qualitative customer data to extract actionable insights.
• Proactive Communicator: Ability to translate customer feedback into clear, actionable recommendations for cross-functional teams.
• Empathy and Curiosity: A genuine curiosity for understanding customer behaviors and an empathetic approach to addressing their needs

Benefits

• Private Health Care through Vitality
• Generous Annual Leave - 28 days + public and bank holidays
• Flexible Working Hours – We focus on results and trust people to manage their time, whether working from home, while travelling, or in the office!
• Help@Hand – Employee Assistance Programme
• Royal London Pension Scheme – We offer a workplace pension scheme with one of the UK’s leading providers of group pensions. With an employer contribution of 5%!
• Enhanced Maternity / Paternity / Adoption Leave – because time with new family members is important!
• Puppy Therapy – working in partnership with Paws in Work to provide a boost of oxytocin twice a year.
• Generous Learning and development budget – We always want you to keep learning.
• Free breakfast, fruits and snacks – refuel and revitalise with free munchies in the office.
• Working Environment – dogs are welcome!
• Life Assurance – In the event of your death, while employed by us, your chosen beneficiaries will be provided with a tax-free lump sum equivalent of four times your basic salary.
• Gympass – All in one subscription bringing you the largest selection of gyms, studios and apps.
• Electric Vehicle Scheme – Employees sacrifice salary in return for a new electric car, typically saving 30-40% of costs through income and tax and national insurance.
• Give Back Day – An extra day off in the year to volunteer plus a £50 contribution to your chosen charity.
• Health Cash Benefit – We offer the bronze package with enables you to claim a certain amount of cashback when you pay for something that is health related, i.e dental.