Customer Experience & Insight Manager

The job requirements are detailed below.

Job reference REQ004247 Date posted 28/02/2025 Application closing date 14/03/2025 Location Nationwide Contractual hours Blank Basis Blank Job category/type Head office Attachments Blank

At Seasalt we live and breathe our product and are proud of the exceptional quality and level of care we take in design and sourcing, to deliver beautiful garments which are loved by our customers. Based on the Cornish coast, we're a multi-channel lifestyle brand with over 70 shops across the UK & Ireland, over 400 wholesale stockists and a growing online business.

As a Customer Experience & Insights Manager, you'll produce high quality, actionable customer insights and deliver marketing-leading customer experiences that drive business growth, and increase customer loyalty and satisfaction. Gathering, analysing and translating customer data and insight, you'll drive customer lifetime value and inform business decisions.

Please note that this is a full time, permanent role that could be based remotely across the UK with occasional travel to our Head Office locations in Cornwall. If you are a Cornwall based candidate, this role will be based at Head Office with a hybrid working approach.

You'll help us by:

1. Developing and implementing a customer experience strategy that aligns with business objectives and customer targets, and acting as the owner of our Voice of Customer (VoC) program.
2. Developing business cases for Customer Experience (CX) initiatives, and leading new initiatives in line with strategic roadmaps, overseeing key initiatives while managing the end-to-end customer journey to drive measurable benefits for both customers and the business.
3. Ensuring that our customer propositions and communications remain best-in-class and contribute to brand differentiation.
4. Building strong working relationships both with external vendors and teams across the business, collaborating closely with marketing, digital, and other teams to ensure a customer-centric approach to campaigns and initiatives.
5. Inspiring and gaining support for new customer experience concepts, addressing customer challenges, improving pain points, and maximizing opportunities.
6. Developing reporting dashboards and tracking key performance indicators (KPIs) to measure the success of customer experience initiatives and sharing and presenting across the business.
7. Monitoring customer satisfaction and loyalty metrics, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) and ensuring they translate into clear, actionable recommendations that increase customer lifetime value.

The skills you'll be sharing with the team:

• Relevant degree or equivalent professional experience
• Strong understanding of customer behaviour, segmentation and lifecycle principles
• Strong understanding of customer data analytics and translating into actionable strategies
• Experience of CEX, customer data and customer journey planning
• Experience of leading and developing a high performing team
• Excellent communicator and collaborator
• Adept at working with customer data and able to define actionable insights and develop customer-focused initiatives strategies to deliver on business and customer targets
• Strong leadership and influencing skills
• Highly pro-active and driven to deliver results

Why we hope you'll love working with us:

The success of Seasalt is down to the skill and hard work of our team. We don't just want to attract the best and brightest people to come and work with us, we want you to stay and grow with us. From the moment your Seasalt journey begins, it's our pledge to support you by providing dedicated learning and development opportunities that will enhance your day-to-day working life and help you build your skills and knowledge.

As well as doing everything we can to boost your development professionally, we believe encouraging personal growth is just as important. So you can fulfil your passion and purpose, not just at work but in life, we offer a range of benefits that are designed to enhance your career and wellbeing:

• Salary: £33,500 - £38,000 depending on experience (Band 3)
• 34 days paid annual leave (including bank holidays), increasing with length of service
• Flexible benefits allowance to personalise your benefits package
• Private Medical Scheme including 24/7 virtual GP
• Free access to our Employee Assistance Programme through Retail Trust with 24/7 support
• Pension plan with generous 7% employer contributions
• Life assurance programme
• Enhanced family leave policies
• Flexible working opportunities with our 'blended' working approach
• Learning and Development opportunities including specialist training, coaching opportunities, and professional qualification support
• Employee networks to develop and provide support to our people, including the Inclusion Network and Culture Crew
• 100s of savings on top retailers and gym memberships through our discount hub

At Seasalt we have a brilliant team of people - they're what make Seasalt a fantastic place to work. We love to celebrate uniqueness and are committed to making Seasalt a place where everyone feels they belong. As an inclusive employer, we want to invite a diverse range of candidates to apply for our roles.

We aim to work flexibly where possible and value a range of perspectives - diversity of thought helps us to grow - so please apply if this is a role that would make you excited to come to work every day. We're happy to help with any adjustments to our recruitment process and beyond. Just drop us an email at

Seasalt - a Cornish fashion company. Women's clothing, footwear and accessories inspired by the creative and maritime heritage of Cornwall.

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