We are seeking an Experienced Customer Insight Lead to join our team at arenaflex, a world leader in DTC pet supplements with 50%+ market share, 9-figure revenue, and ambitious global expansion plans. As a Customer Insight Lead, you will play a critical role in guiding our customer insights strategy, turning data into actionable marketing and retention opportunities. This is a hands-on role for an analytical yet creative thinker, deeply skilled in understanding customer behaviors to drive ad performance, optimize retention, and enhance the customer experience.
**About arenaflex**
arenaflex is the world's fastest-growing pet supplement business, launching in December 2018. We have a loyal community of over 100,000+ pets and owners, who have had their lives positively impacted by innovative arenaflex products. Our team is vibrant, fast-moving, and customer-centric, valuing and rewarding high-performing players. We are an ideal place for a candidate who is ambitious, hardworking, loves animals, is looking to rapidly progress their career, and would enjoy working in a vibrant environment with smart co-workers and friendly office dogs!
**What will you do?**
As a Customer Insight Lead, you will be responsible for driving creative success in paid media and acquisition channels, optimizing retention strategies with CRM and product, and driving deep customer understanding through qualitative and quantitative data and building continuous insight systems. Your key responsibilities will include:
* Utilizing customer insights to uncover what messaging and creative angles resonate most with target audiences, driving ad success and conversion rates.
* Translating feedback and behavior data into actionable recommendations for high-performing content types and campaign messaging, ensuring our creatives are insight-driven and aligned with customer needs.
* Providing strategic guidance on messaging and creative direction for specific products, using data to shape compelling visuals and narratives that resonate with our audience.
* Leveraging deep customer insights to understand retention drivers, going beyond surveys to analyze the full customer journey, including unboxing experiences, product usage, and customer service interactions.
* Working closely with the CRM team to optimize email and SMS flows by tailoring messaging and campaigns to resonate with specific customer personas and needs.
* Identifying key opportunities to improve retention and increase lifetime value (LTV) by using insights to inform personalized messaging, content strategies, and retention-focused initiatives.
* Inputting key customer insights for our new product development process.
* Collaborating cross-functionally (including CX, and Operations) to drive optimization across touchpoints such as packaging & labeling, customer service, proactively addressing potential issues to prevent negative feedback rather than reacting to customer complaints.
**What are the ideal qualifications?**
We are looking for a candidate with extensive experience in customer insight/research, preferably within a consumer-facing business. The ideal candidate will have:
* 4+ years in customer insight/research
* 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.
**What benefits will you enjoy?**
As a Customer Insight Lead at arenaflex, you will enjoy a range of benefits, including:
* 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 traveling, or in the office!
* Help@Hand – Employee Assistance Programme
* Nursery Salary Sacrifice Scheme
* 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.
**How will success be measured?**
Success will be measured by:
* Creative Performance: Improved conversion rates and ad performance driven by insights into messaging, visuals, and content strategy.
* Retention & LTV Growth: Increased retention and LTV through personalized email/SMS messaging, optimized CRM strategies, and proactive enhancements across packaging, customer service, operations, and other key touchpoints.
* Customer Insight Integration: Actionable customer profiles and personas that drive acquisition and retention strategies, supported by a robust insight infrastructure.
* Cross-Functional Collaboration: Effective integration of customer insights into business strategies across paid media, CRM, marketing, CX, operations, and product teams.
* Communication & Influence: Clear, impactful communication of insights to senior leadership, driving alignment and strategic decisions.
* Measurable Business Impact: Tangible improvements in CR%, retention, and LTV as a result of insights-driven decisions.
**How will your time be spent?**
As a Customer Insight Lead, you will spend:
* 50% Customer Data Analysis and Customer Insight Generation: Analyzing diverse data sources (behavioral, purchase, customer service, surveys) to uncover insights and identify trends. And refining customer personas, journey maps, and actionable insights to inform marketing and retention strategies.
* 10% Customer Interviews Speaking directly to customers to gather qualitative feedback on their experiences, expectations, and pain points.
* 20% Cross-functional Collaboration: Working with paid media, CRM, marketing, and product teams to integrate customer insights and optimize strategies.
* 10% Infrastructure Development: Designing and implementing systems (e.g., surveys, feedback loops) to ensure a continuous flow of actionable customer insights.
* 10% Reporting & Communication: Presenting key insights and strategic recommendations to senior leadership and other stakeholders.
**What’s it like working at arenaflex?**
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. Our team is collaborative, scientific, and always up for a challenge. We believe that diversity is at the heart of innovation and we welcome passionate candidates from all backgrounds.
**Apply now!**
If you are a motivated and analytical individual with a passion for customer insights, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!