Experienced Customer Insight Lead – Driving Business Growth through Data-Driven Customer Understanding and Strategic Decision Making at blithequark

Introduction to blithequark

blithequark is a pioneering force in the direct-to-consumer pet supplements industry, boasting an impressive 50%+ market share, 9-figure revenue, and ambitious plans for global expansion. As a leader in this space, blithequark is committed to delivering high-quality products that positively impact the lives of pets and their owners. With a strong foundation in the United States, blithequark is poised to rapidly establish a presence across Europe and Asia, driven by a continually evolving portfolio of proprietary product formulations and value-add services.

About the Role

We are seeking an exceptional Customer Insight Lead to join our team at blithequark. This critical, hands-on role requires an analytical yet creative thinker, deeply skilled in understanding customer behaviors to drive ad performance, optimize retention, and enhance the customer experience. As a Customer Insight Lead, you will guide our customer insights strategy, turning data into actionable marketing and retention opportunities. Your expertise will be instrumental in shaping our paid media strategies, optimizing messaging, and improving conversion rates, as well as collaborating with our CRM team to enhance retention and lifetime value (LTV) through tailored email and SMS campaigns.

Key Responsibilities

• Drive creative success in paid media and acquisition channels by utilizing customer insights to uncover what messaging and creative angles resonate most with target audiences, driving ad success and conversion rates.
• Translate 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.
• Provide strategic guidance on messaging and creative direction for specific products, using data to shape compelling visuals and narratives that resonate with our audience.
• Leverage 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.
• Work closely with the CRM team to optimize email and SMS flows by tailoring messaging and campaigns to resonate with specific customer personas and needs; and more generally integrate customer insight into CRM strategies, delivering practical, high-impact improvements to the channel.
• Identify key opportunities to improve retention and increase LTV by using insights to inform personalized messaging, content strategies, and retention-focused initiatives.
• Input key customer insights for our new product development process.
• Collaborate cross-functionally (including CX, and Operations) to drive optimization across touchpoints such as packaging & labelling, customer service, proactively addressing potential issues to prevent negative feedback rather than reacting to customer complaints.

Essential Qualifications

• Ecommerce & DTC Experience: Extensive experience in eCommerce, particularly in DTC and subscription businesses, with a strong grasp of the customer journey and business dynamics.
• Collaboration with Paid Media & CRM Teams: Proven track record of working closely with paid media and CRM teams to drive performance through actionable customer insights and strategic direction.
• Customer Insights Expertise: Skilled in analyzing diverse data sources (behavioral, purchase, customer service, surveys) to generate actionable insights and create targeted customer profiles.
• Strategic & Data-Driven: Ability to translate insights into clear recommendations that improve marketing, retention, and LTV, while using data to inform decisions.
• Infrastructure Builder: Experience developing systems (e.g., regular surveys) to ensure continuous, actionable customer insights.
• Cross-Functional Collaboration: Effective in working with marketing, CRM, product, and customer service teams to integrate insights into strategies.
• Effective Communicator: Ability to present insights with impact, including to senior stakeholders, driving action and alignment.
• Proven Impact: Track record of using customer insights to improve CR%, retention, and LTV.

Preferred Qualifications

• 4+ 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.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Insight Lead, you will have the opportunity to work on high-impact projects, collaborate with cross-functional teams, and develop your skills in customer insights, data analysis, and strategic decision making. You will also have access to a generous learning and development budget, allowing you to pursue courses, attend industry events, and stay up-to-date with the latest trends and best practices in customer insights and marketing.

Work Environment and Company Culture

blithequark is a vibrant, fast-moving, and customer-centric team that values and rewards high-performing players. Our company culture is built on a foundation of transparency, collaboration, and innovation. We believe in empowering our team members to take ownership of their work, make data-driven decisions, and drive business growth. As a member of our team, you will enjoy a dynamic and supportive work environment, with opportunities to work from home, collaborate with colleagues, and participate in company-wide initiatives and events.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a generous salary, benefits, and perks. Some of the benefits you can expect include:

• 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
• 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.

Conclusion

If you are a motivated and analytical individual with a passion for customer insights and strategic decision making, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Insight Lead, you will play a critical role in driving business growth, improving customer experiences, and shaping the future of our company. Don't miss out on this chance to join a dynamic and innovative team and take your career to the next level. Apply now to become a part of the blithequark family!