At a Glance
- Tasks: Support global e-commerce operations and enhance customer experiences for luxury fragrance brands.
- Company: Join Nichebox, a dynamic team in the luxury fragrance industry.
- Benefits: Collaborate with international teams and make a real impact on customer journeys.
- Other info: Dynamic environment with opportunities for growth and innovation.
- Why this job: Combine your passion for luxury and customer connection in an exciting role.
- Qualifications: 2+ years in customer service, preferably in luxury or beauty sectors.
The predicted salary is between 40000 - 50000 £ per year.
Supporting our global online and retail operations across the UK, Europe and US, Nichebox is looking for a Customer Operations & CRM Specialist to join our growing E-commerce team, supporting our luxury fragrance brands, Clive Christian Perfume and Liquides Imaginaires. This is an exciting opportunity for someone who enjoys combining customer experience, operational excellence, and CRM activities. Working across our international e-commerce business, you'll play a key role in delivering exceptional customer journeys, executing CRM campaigns, and supporting the continued growth of our global online and boutique channels.
Key responsibilities
- Support customer service operations and help deliver an exceptional end-to-end customer experience across our global e-commerce business.
- Oversee our customer care agency, resolving complex customer queries and driving service improvements.
- Coordinate with internal teams and external partners to support fulfilment, stock management, operational processes and SAP month-end/year-end activities.
- Create, execute and optimise CRM email campaigns, including newsletters, automations and customer lifecycle journeys.
- Support and enhance our omnichannel CRM strategy across Klaviyo, Shopify POS and boutique channels.
- Analyse CRM and customer service performance, using insights to improve customer retention and engagement.
- Maintain CRM data quality, support GDPR compliance and contribute to the ongoing development of our loyalty programme.
- Collaborate with marketing, creative and retail teams to coordinate content calendars, segment audiences, and drive standout luxury storytelling.
What we're looking for
- Bachelor's degree in Marketing, CRM, Business, or a related field.
- 2+ years' experience in customer service, preferably within luxury, beauty, or premium retail sectors.
- Expertise with Klaviyo, Shopify and segmentation strategies is an advantage.
- Prior experience in boutique/omnichannel retail CRM and loyalty program management is an advantage.
- IT Skills: Proficient in Microsoft Office and data management tools (Excel).
- Software Experience: SAP, Shopify/Shopify Plus, CRM platforms (Gorgias, Klaviyo, or similar) is an advantage.
- A passion for storytelling, customer connection, and luxury standards.
What we offer
- The opportunity to work with internationally recognised luxury fragrance brands.
- Exposure to a growing global business with an expanding international retail and e-commerce presence.
- Close collaboration with teams across E-commerce, Marketing, Retail, and Operations.
- A dynamic, entrepreneurial environment where ideas and initiative are valued.
- The opportunity to make a real impact on customer experience and CRM strategy across multiple international markets.
At Nichebox, we value teamwork, relationships, entrepreneurial thinking, and respect.
Customer Operations & CRM Specialist employer: Nichebox
Nichebox is an exceptional employer located in London, offering a vibrant and dynamic work culture that fosters collaboration and innovation. As a Customer Operations & CRM Specialist, you'll have the unique opportunity to work with prestigious luxury fragrance brands while contributing to a growing global business, ensuring your ideas and initiatives are valued. With a strong emphasis on employee growth and a commitment to delivering outstanding customer experiences, Nichebox provides a rewarding environment for those passionate about luxury and customer connection.
