Senior Customer Analytics and Insights Specialist

About Smartbox Group

We exist to be the go-to companion, empowering everyone to transform their free time into experiences. At Smartbox Group, we believe that real-life experiences help us thrive, connect, and become the best versions of ourselves. With nearly 15,000 different products across leisure themes — Stays, Wellness, Adventure, Gastronomy — we allow people to enrich their lives with moments of sharing, emotions, and unforgettable memories. Present in 11 countries, Smartbox Group employs over 700 people across Europe and works with more than 40,000 trusted partners, including hotels, restaurants, wellness centres, and outdoor activity providers. Living more than owning, sharing more than having — this is more than ever a fundamental trend in our society, and it’s exactly what Smartbox offers.

Role Summary: Senior Customer Analytics & Insights Specialist

The Senior Customer Analytics & Insights Specialist is a high-impact, hands-on analytics role focused on understanding Smartbox Beneficiaries (gift recipients) and turning insights into business growth. You will lead advanced analytics initiatives, shape strategic decisions across Product, Marketing, and Operations, and influence senior leadership with clear, data-driven recommendations. This is a strategic individual contributor role for someone who thrives on solving complex customer problems, improving conversion and retention, and delivering measurable business impact.

Key Responsibilities

Customer & Product Analytics

• Develop models to understand customer behaviour, pricing sensitivity, churn, lifetime value, and product economics.
• Provide actionable insights to improve conversion, retention, and overall customer experience.
• Collaborate with Product to test new features and refine the beneficiary journey.

Growth & Lifecycle Optimization

• Segment the customer base to inform targeted marketing, CRM strategies, and lifecycle campaigns.
• Design and analyze A/B tests to optimize promotions, pricing, and engagement strategies.
• Translate complex analytics into clear, actionable insights for stakeholders.

Stakeholder Influence

• Partner with Marketing, Product, Operations, and Technology to align on pricing, product, and customer strategies.
• Influence business decisions with evidence-based recommendations.

Market & Competitor Insights

• Monitor trends, competitor behaviour, and market shifts to inform strategy and models.

Essential Qualifications & Skills:

• 6+ years in customer analytics, insights, pricing, or related roles, ideally in e-commerce or consumer products.
• Proven experience influencing cross-functional teams and senior leadership with analytics insights.

Technical Skills:

• Advanced SQL (mandatory) for extracting, combining, and analyzing complex datasets.
• Experience with data visualization tools (Power BI, Tableau, or equivalent).
• Python or R for advanced modelling is a strong advantage.
• Expertise in modeling: LTV, churn, RFM, propensity, and attribution.

Core Competencies:

• Strong commercial acumen and ability to link analytics to business outcomes.
• Excellent storytelling and communication skills — able to present complex insights simply.
• Proactive, curious, and solutions-oriented mindset.
• Comfortable operating in a fast-paced, dynamic environment.

What Success Looks Like in 12 Months:

• Measurable improvements in customer conversion, retention, and lifetime value.
• Reliable, trusted dashboards and models driving business decisions.
• Insights regularly adopted by Marketing, Product, and senior leadership to shape strategy.
• A culture of experimentation and data-driven decision-making embedded within the Beneficiary unit.

What we can offer you:

• Transparent, clear, fair salary bands and career levels.
• Hybrid work: 2–3 remote days + 20 days abroad per year.
• 4 Growth Days, Growth Leave + training budget.
• Flexible benefits: personalize with health, wellbeing & learning options.
• D&I commitment: parental leave, D&I Day, gender equity in rewards.
• Smartbox experience days + paid sabbatical after 5 years.
• Essentials: health cover, pension, extra leave, and more.

Key skills/competency

• Customer Analytics
• Data Modeling
• SQL
• Data Visualization
• Python/R
• LTV Modeling
• Churn Prediction
• A/B Testing
• Stakeholder Management
• Business Acumen