Customer Insights Manager

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Job Ref.: 
Customer Insights Manager
Charity and Public Services
Job Location: 
Recruiting For: 
a full time job position
Exact Salary: 
Salary and Benefits: 

£26,000 - £28,000 per annum depending on experience.

40 hours per week from 10am to 6pm, Monday to Friday although additional hours will be necessary in order to fulfill the requirements of the post

Number of vacancies: 
Job starts now: 
I would like to receive applications from: 
Lambeth and Southwark
Job Description: 

The Role

The Customer Insights Manager is a key member of the Commercial and Communications team, working closely with marketing colleagues to develop an analytical understanding of the theatre's audiences. Using systems including Tessitura, T-Stats, Excel, surveys and online analytical tools, the Customer Insights Manager will report and draw conclusions with which to inform audience development strategies, audience analysis strategies and marketing campaigns.

The Customer Insights Manager will report to the Commercial and Communications Director and work closely with the Marketing Director, Head of Box Office, Box Office Systems and Database Manager, Social Media and Communications Manager,  Digital Manager, Marketing Manager (Campaigns & Digital); Marketing Manager (Campaigns & Audience Development) and Marketing Officer. This role will involve project work and requires someone who can work independently with the ability to effectively communicate with other departments as and when projects require.       


Purpose of Job

  • To provide insight into key audience segments, trends and behaviours to support the implementation of the Audience Development Strategy.
  • To work with the Box Office Systems and Database Manager to improve cross-organisational analysis and reporting.
  • To work with the Marketing team to formulate insight-driven, customer-focused marketing campaigns, developing and proposing segmented and targeted approaches.
  • To manage post-campaign analysis, reporting KPIs and developing actionable recommendations and insights to inform future campaigns.
  • To support the Commercial and Communications Director in ensuring that the organisation operates effectively within Data Protection laws and updates policies and procedures as required. 


Areas of Responsibility

  • Work closely with the Marketing Manager (Campaigns & Audience Development) to identify and capitalise on opportunities to develop the theatre's relationship with its audience and broaden its audience base through the effective use of the CRM system, Tessitura.
  • Work with and support the Commercial and Communications Director on the practical application of strategies to improve customer experience.
  • Work with and support the Commercial and Communications Director to establish opportunities to increase income through customer facing channels.    
  • Assist the Marketing team in the selection of data for campaigns, identifying highly targeted groups of customers. Evaluate the success of these campaigns and ensure these insights are considered in future campaigns.
  • Provide audience insight to support partnership and fundraising campaigns.
  • Provide audience insight to understand and support programming initiatives.
  • Work with the Box Office team and Box Office Systems and Database Manager to ensure the customer data held is clean and all held within the CRM system to provide a ‘single customer view’.
  • Initiate post-show analysis procedures using Tessitura and Google Analytics, reporting findings to internal stakeholders and making recommendations for future campaigns.
  • Assist the Marketing and Front of House teams with the implementation of research and measurement of the theatre’s customer service standards and support them with a data-led approach to improving the customer experience through audience surveys.

This is not an exhaustive list of duties and the Theatre's management may, at any time, allocate other tasks which are of a similar nature or level.

Person specification and Experience required: 

The post holder must be able to demonstrate the following:


  • Strong analytical experience and interest.
  • Experience of Tessitura and T-Stats.
  • Confident user of databases and statistical tools.
  • Experience of data-mining.
  • Experience of working in a consumer insights, analytical or marketing function, ideally in the arts and entertainment, leisure, direct marketing or charity sector.
  • Excellent verbal and written communication skills with experience of presenting ideas and analysis to a variety of stakeholders.
  • Confident with the ability to look beyond the data to find relevant and actionable insights and make recommendations.
  • Comfortable working in a fast-paced team.
  • Self-motivated individual with an efficient, organised and methodical approach.
  • Flexible and adaptable with excellent inter-personal and communication skills.
  • Exceptional attention to detail and accuracy.
  • Able to work under pressure, prioritising work to meet very tight deadlines.
  • Excellent PC skills with knowledge of Microsoft Office packages.


  • Experience of Google Analytics.
  • Excel skills to be able to manipulate data and deliver reports.


The closing date for applications is: 5pm Sunday 24th September

First Interviews will be held in: week commencing 25th September

Second interview dates are to be advised.

To apply, please email with your CV and completed application form (quoting your name and the vacancy job title in the subject line).

We also invite candidates to complete our Equal Opportunities monitoring survey..

To apply for this job please email us a cover letter and your most up-to-date CV.

Side 5

Registrations are now open

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