Customer Insights & Modelling Executive at Caffè Nero

Caffè Nero operates around 1,000 coffee houses in the UK, the Republic of Ireland, the US, Poland, Cyprus, Turkey, the Middle East and Sweden and is Europe’s leading independent premium coffee house. Now employing circa 10,000 employees, since we opened in 1997 we have been providing exceptional, hand-crafted Italian coffee and fresh, high-quality food to customers seeking an authentic, Italian experience. The UK Caffè Nero Group comprises of Caffè Nero UK, Harris + Hoole, FCB Coffee, 200 Degrees and Coffee#1.

The role:

We are looking for a Customer Insights & Modelling Executive at Caffè Nero. The role is based at our offices in Covent Garden, Central London.

Reporting to the Senior Customer Marketing Manager, the Customer Insights & Modelling Executive will analyse and interpret customer-level data to generate actionable insight that improves CRM effectiveness, loyalty engagement and customer value.

The role will work across first-party transactional and loyalty data, brand tracking, CRM performance and customer experience survey data to understand customer behaviour, identify growth opportunities and support more effective targeting. Working with our data agency and internal development teams, they will help develop segmentation, propensity models and lifecycle targeting that support activation, growth, retention and reactivation.

Key accountabilities for this role include:

Customer insight and analysis

• Analyse customer data across transactional, loyalty, CRM, brand tracking and experience survey sources.
• Identify actionable insight around customer frequency, spend, product preferences, loyalty participation, attachment, lifecycle stage, lapse risk and reactivation opportunity.
• Translate customer data into clear recommendations that support CRM planning, campaign targeting, product opportunities and commercial decision-making.

Segmentation, modelling and agency collaboration

• Work with the nominated data agency to develop and maintain customer segmentation frameworks and propensity models.
• Support models including likelihood to lapse, likelihood to respond, likelihood to buy specific products and likelihood to increase frequency.
• Turn segmentation and model outputs into practical audience recommendations for CRM campaigns and lifecycle journeys.

CRM operations and automation

• Support the development, implementation and optimisation of CRM flows, automations and customer journeys.
• Develop audience selections, campaign logic, targeting rules and suppression criteria using available customer data and segmentation.
• Ensure CRM activity is correctly configured, tested, launched and monitored, with strong QA, scheduling, controls and reporting discipline.

Campaign measurement and optimisation

• Measure the performance of CRM campaigns, lifecycle journeys and customer marketing activity across engagement, conversion, visit behaviour, revenue and incremental uplift where possible.
• Support test-and-learn activity including A/B testing, control groups, offer testing and journey optimisation.
• Identify what is working, what is underperforming and what should be scaled, changed or stopped.

The right person:

Caffè Nero is a company with a very special culture and an open and friendly style of working. It operates at pace and is a high-energy, invigorating environment. It attracts people with warmth and a positive outlook who genuinely enjoy working with people.

Whichever country you’re in, Caffè Nero has a culture in which close-knit relationships and trust are at its heart. At Caffè Nero, you truly feel part of a kind and caring family.

The Customer Insights & Modelling Executive will be analytical, commercially curious and highly practical. They will enjoy finding the useful signal in complex customer data and turning it into clear decisions, better targeting and more effective customer journeys.

The successful candidate will have:

• Experience analysing customer, loyalty, CRM, transactional or behavioural data in a consumer-facing business.
• Strong analytical capability, with confidence interpreting data, identifying patterns and translating analysis into practical recommendations.
• Experience working with segmentation, propensity models, lifecycle targeting or customer value analysis.
• Understanding of CRM campaign planning, journey logic, audience selection, testing, QA and performance reporting.
• Ability to work with agencies, data teams and non-technical stakeholders to turn business questions into usable insight outputs.
• Strong attention to detail and operational discipline, particularly around campaign setup, measurement and data quality.
• Experience with loyalty programmes, marketing automation platforms, BI tools, SQL, Python, retail or hospitality data would be an advantage.

Being part of the Caffè Nero Team:

• A wonderful place to work, right in the middle of bustling Covent Garden (our Head Office Teams are currently working a minimum of 3 days a week in the office).
• Access to our benefits platform, giving discounts at the touch of a button.
• 25 days holiday per annum (plus bank holidays), rising with service.
• Bonus scheme.
• 50% employee discount on handcrafted drinks and 40% employee discount on food.
• Private medical care through Vitality.
• Medicash (cash plan healthcare scheme).
• Supporting our team members to achieve their professional goals is important to us, so alongside your day to day work you may have an opportunity to complete a professional qualification with our learning partners.
• Free hand-crafted drinks whilst you’re in the office - in your first week you’ll have Barista training, so you’ll know how to make the very best Caffè Nero coffee.