This is a brilliant opportunity to join a small insights team at Loungers and play a key role in deepening how we understand our guests and our brands and providing the data that drives our business forward. You'll be close to the action; owning regular reporting, supporting guest feedback and research, keeping our insight tools running smoothly, and helping turn data into clear, useful actions. That spans everything from daily reporting and CRM analysis to survey support, menu heatmapping, and dashboard building.

If you're someone who loves piecing together the story of guest behaviour and sharing it with the teams who can use it to make our guest experience better and better, this one's for you. It's a hands-on role for someone who enjoys both keeping things running well and making them better — improving processes, bringing more meaning to the numbers, and making sure insight reaches the people closest to our guests across marketing, operations and brand teams.

Right now, a significant part of this role is owning the day-to-day: reliable reporting, platform admin and the data maintenance that keeps everything running. If you take as much pride in keeping things running brilliantly as you do in uncovering insights and analysis, you'll fit right in here.

This isn't a role where you'll be leading process improvement; but we do want someone who'll think that way. You'll spend a lot of time in the data, so when you spot an opportunity, we want you to bring it to the table. You'll be working closely with our Head of Data & Insights as they streamline processes, strengthen foundations, and unlock more time for the insight work that really gets us excited.

Getting into the detail

Keeping reporting and data foundations running well

Run daily and weekly reporting across all three brands, maintaining and populating internal reporting templates
Support the build and analysis of guest segmentation — frequency, recency, occasion and daypart behaviour
Contribute to the Airship CRM lifecycle programme, helping track visit frequency and basket behaviour
Support data maintenance tasks including dish mapping, keeping the ops data map current, and contributing to new site opening data setup

Understanding guests and their experience

Support survey and research projects including design, fieldwork logistics and verbatim analysis
Assist with menu heatmapping and substitution analysis — understanding how guests navigate and choose from our menus, and what earns its place commercially
Support ops and site teams with open customer cases, making sure complaints are dealt with efficiently and in a timely way

Working with tools, platforms and partners

Oversee admin requirements for our feedback platforms — handling site queries, new starter requests and platform access
Work with external research tools and agencies including KAM Insights, Vypr and HGEM mystery dining
Maintain our insight library and keep findings organised and accessible

Turning insight into action

Build dashboards and presentations to bring data to life for stakeholders across marketing, ops and brand teams
Partner with our operations teams to make sure insight reaches the people closest to our guests — automation doesn’t mean we stop the conversation

Who we’re looking for

Naturally curious, organised and comfortable working with detail
Enjoys getting stuck into data, spotting patterns and asking the follow-up questions that help turn numbers and feedback into something useful for the business
Strong Excel skills, with confidence using pivot tables, data manipulation and basic analysis
Able to communicate clearly — both in writing and in conversation — with teams across marketing, operations, brand and site teams
Reliable, independent and happy to manage their own priorities
Comfortable with the administrative rigour needed to keep reporting, platforms, data and project actions moving accurately and consistently
Experience with CRM, lifecycle marketing data, survey or research tools, POS or transactional data platforms, mystery dining, guest feedback platforms or data visualisation tools such as Power BI or Tableau would be useful — but we don’t expect one person to have all of it
A background in hospitality, FMCG or another consumer-facing business would be helpful, as would an interest in how guests behave, what they choose and what that means commercially

What’s in it for you?

25 days holiday (plus bank holidays)
Hybrid working — four days based at our Bristol HQ, one day from home
Up to 10% bonus
50% off food at all Lounges, Cosy Clubs and Brightsides
A culture that appreciates ideas and celebrates individuality
Founder-led business - we might have c300 sites, but we still maintain an entrepreneurial spirit through everything we do
Pension contribution
24/7 mental health support
Amazing events including LoungeFest – our annual company festival - Christmas parties and more
We want to work with kind people so if you want to work hard, have fun and be part of the Loungers ride, we’d love to have you.
Work that genuinely matters to the business — the reporting and insight this role produces is used every week across ops, marketing and brand teams

About us

Loungers is a substantial and growing operator in the UK hospitality sector, operating over 300 sites in England and Wales across three distinct but complementary brands, Lounges, Cosy Club, and Brightside. Founded in 2002 by three friends who wanted to create a neighbourhood café-bar that they would want to go to, the Group is now the only growing all-day operator of scale in the UK and has consistently outperformed the wider UK hospitality sector over the past three years. Despite being the fastest growing café/restaurant group in the Country, Loungers has retained its entrepreneurial spirit and quirky ‘Loungey’ local community atmosphere.

Marketing Insights Analyst