Customer Base Analyst

FullFibre Limited

. Own weekly trading analysis for the customer base, reporting on churn, recontracting, upgrades, ARPU and revenue against target .

Posted 11/12/2026full-timeRemote • United KingdomMid-LevelSenior💰 £40,000 - £45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical skills to transform complex customer and transaction datasets into actionable insights, focusing on metrics such as Churn, Recontracting, and ARPU. Proficient in using modern analytics platforms like Hex to drive data-led decision-making and improve commercial outcomes.

Highest-signal resume keywords

Churn AnalysisCustomer Base MetricsHex Analytics PlatformCampaign MeasurementData-Driven Recommendations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Analytical SkillsExcel ProficiencyChurn Propensity ModellingSegmentation AnalysisRevenue Growth Strategies

Soft Skills

Clear CommunicationProactive OwnershipCollaborative Team PlayerCuriosity and Rigorous TestingResilience and Adaptability

Tools & Technologies

HexData Analytics Platforms

Industry Keywords

Customer Base ManagementRetention AnalysisSubscription-Based BusinessCommercial OpportunitiesARPU

About the role

Key responsibilities & impact

Own weekly trading analysis for the customer base, reporting on churn, recontracting, upgrades, ARPU and revenue against target
Provide clear commentary on what moved, why, and recommended actions
Build data, segments and target lists for customer base marketing campaigns
Work with Customer Marketing to target the right customers with the right offer
Measure campaign and initiative performance end to end, including control groups and incremental impact
Feed campaign learnings into subsequent activity
Conduct deep-dive churn analysis across the customer base, including contract-end behaviour, tenure, product, pricing, competitor overbuild and service experience
Translate analysis into initiatives that reduce churn, increase recontracting and grow revenue
Size opportunities, build business cases and track results
Identify commercial opportunities such as price and proposition gaps, under-served segments, upgrade and cross-sell potential, and retention offer effectiveness
Work with the Data team to define and prioritise required data, models and reporting, including inputs to churn propensity modelling
Ensure analysis is built in Hex rather than standalone spreadsheets
Maintain an accurate, up-to-date view of customer base performance, contract-end volumes and competitor activity for planning and forecasting
Present findings and recommendations to Customer Base Management, Marketing, Commercial, Finance and the Management Team
Share learnings, document analysis and help the wider team become more data-led
Report to the Senior Manager, Customer Base Management
Undertake other related ad hoc duties supporting business needs

Requirements

What you’ll need

Experience in a commercial, customer base, retention, CRM or trading analysis role, ideally within a subscription-based consumer business
Desire to build and develop further in this specialism
Strong analytical skills with a proven ability to turn large, messy customer and transaction datasets into clear insight and practical recommendations
Strong Excel skills
Confidence working in a modern analytics platform (Hex), or willingness to learn quickly
Comfortable working alongside data engineers and data scientists
Good understanding of customer base metrics, including churn, recontracting, ARPU, customer lifetime value, segmentation and campaign measurement
Commercially minded, with a genuine hunger to find opportunities to deliver better commercial results
Confidence to put a recommendation forward
Self-starter who takes ownership, sets own priorities and acts proactively without needing direction
Curious and rigorous; keen to test, learn and challenge assumptions
Disciplined about getting the numbers right
Clear and effective written and verbal communication skills
Able to explain analysis to non-technical stakeholders and influence decisions
Collaborative team player, comfortable working cross-functionally with marketing, data, product, commercial and finance stakeholders
Resilient and adaptable, thriving in a fast-paced and evolving environment

Benefits

Comp & perks

25 days’ paid holiday plus bank/public holidays (or 33 days total)
A day off for your birthday
Pension (auto enrolment)
Life assurance
Health cash plan or medical cover