Stephen Clarke
Senior Customer Insight Manager @Great Rail Journeys
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WORK HISTORY
Senior Customer Insight Manager @Great Rail Journeys
York, GB
One-liner: Drove enterprise-wide customer insight and digital growth strategy, unifying data across platforms, optimising acquisition and retention levers, and delivering actionable intelligence on CAC, LTV, and omnichannel performanceDesigned and implemented a bespoke propensity model for direct mail targeting to drive database retention and activation from offline campaigns, forming the foundation for cross-channel data-driven personalization and segmentationLed the global paid digital acquisition strategy (UK and US markets), delivering a customer-centric omnichannel approach across PPC, search, social, and programmatic channelsOwned all KPI reporting (CAC, LTV, ROAS), providing actionable insights that guided strategic business decisionsSpearheaded the development of a Single Customer View (SCV) across multiple reservation platforms and markets, evolving it into a comprehensive Customer Insight project that enabled true acquisition and repeat rate analysisCollaborated with MarTech to implement first-touch tracking, significantly enhancing attribution modelling beyond last-touch digital data
EDUCATION
Nottingham University Business School
Bachelor’s Degree, Economics
SKILLS
ABOUT STEPHEN CLARKE
Data and Insight leader with a track record of shaping customer-centric commercial strategy through commercial, finance, and technology. Experienced in leading transformation projects that deliver measurable impact across acquisition, retention, and customer experience. Combines technical depth with commercial acumen, connecting data to strategic decisions and ensuring insights translate into action. Recognised for pragmatic delivery, clear communication with stakeholders, and consistently raising standards to drive growth. My professional mission is to democratise the data.
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