Manager, Insights & Performance

Manager, Insights Performance Location: HSK, London Contract Type: Full-time/Permanent

About The Role

The Manager, Insights Performance owns the operating rhythm of the Customer Intelligence team: the weekly reporting cadence, the full relationship with the central Data and Insights team and the Voice of Customer programme. Every analysis the team uses to brief CRM, flag churn risk, or feed the 12-week forecast runs through this role. The output is interpretation and application, not raw data: this role translates what the data says into what the business should do.

This is one of three peer roles in the Customer Intelligence team, all reporting directly to the Director of Customer Success. This role sits alongside, not beneath, the two Senior Manager roles in the team; there is no reporting relationship between this role and either of them. Grade reflects scope of accountability, not position in a reporting line.

Responsibilities

Subscriber intelligence Maintain a standing analytical view of subscriber behaviour across lifecycle stage, acquisition channel, offer type and engagement profile, including by market (UK, US, Australia). Produce weekly performance reporting covering subscriber base movement, churn cohort analysis, CRM campaign incrementality and payments recovery status, distributed to the Director of Customer Success, Director of Acquisition and Group MD. Flag material shifts in cohort behaviour before they surface in aggregate churn numbers, feeding both the Senior Manager, Subscriber Intelligence Forecasting and the Senior Manager, Lifecycle Segmentation Strategy.

Requirements

Define the analytical questions the team needs answered: predictive, behavioural and cohort-based, not binary reporting queries. Commission analytical work from Data and Insights using well-defined briefs that produce actionable insight, not binary reporting. Translate Data and Insights output into retention intelligence: the interpretation and application layer, not the data production layer.

Voice of Customer Advocate for our customers by turning survey feedback and data into insights that shape our core incentive programs Identify where Voice of Customer data confirms or contradicts behavioural data and surface those tensions to both Senior Managers in the team. Forecasting support Provide the data inputs that underpin the Senior Manager, Subscriber Intelligence Forecasting's 12-week rolling forecast and cohort LTV model. Maintain the historical forecast accuracy log as a continuous improvement tool.

OKRS: First 90 days Establish the standing Data and Insights cadence and agree the initial analytical brief set within 30 days. Produce the first weekly performance report within 30 days. Map current Voice of Customer data sources and integrate into a structured team analytical view within 60 days.

Agree the forecast data framework and cadence with the Senior Manager, Subscriber Intelligence Forecasting within 45 days. OKRS: Longer Term (Annual and Beyond) Annual (FY27) Weekly performance reporting is relied upon by the Director of Customer Success and Group MD as a standing commercial input, with no supplementary data requests needed to understand subscriber base performance. The Data and Insights relationship produces analytical output that is genuinely predictive: cohort-level churn risk identified before it appears in aggregate numbers.

Voice of Customer data is integrated into the team's analytical picture in a way that materially changes at least one lifecycle intervention per quarter. Forecast data inputs are accurate to within an agreed tolerance, measured against actual base performance over rolling 12-week periods.