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For Companies At a Glance
- Tasks: Drive customer engagement and retention through innovative CRM strategies and campaigns.
- Company: Join Studio Nicholson, a luxury brand focused on design and customer experience.
- Benefits: Enjoy a clothing allowance, generous holiday, private healthcare, and flexible working options.
- Why this job: Shape the future of CRM in a fast-growing, creative environment where your ideas matter.
- Qualifications: 1-2 years in CRM, with a passion for customer-centric strategies and analytics.
- Other info: Collaborate with a small, ambitious team and make a real impact on customer experiences.
The predicted salary is between 30000 - 42000 £ per year.
About the Role
Studio Nicholson is looking for an experienced, customer-focused CRM Executive to support the next phase of our retention, engagement and clienteling strategy. Sitting within the Ecommerce function, this role plays a key part in developing and executing our cross-channel CRM and Loyalty roadmap, helping to deepen customer relationships, enhance personalisation, and drive long-term value both online and in-store. As CRM Executive, you will help shape a joined-up omnichannel experience that reflects our luxury positioning and design-led values. You’ll work closely with teams across Ecommerce, Retail, and Marketing, acting as an internal voice of the customer and using insight and empathy to guide lifecycle activity and communications.
Key Responsibilities
- Strategy and Ownership
- Support the delivery and optimisation of the Studio Nicholson cross-channel CRM strategy, driving engagement, retention, and customer lifetime value.
- Execute omnichannel customer lifecycle campaigns, including reactivation, birthday, anniversary, post-purchase, and win-back journeys.
- Contribute to the development and rollout of a new store-based clienteling strategy, partnering closely with the retail team.
- Manage BAU email marketing end-to-end, from planning and briefing through to deployment and reporting.
- Data, Insight and Measurement
- Own CRM reporting, measurement and campaign analysis, ensuring learnings are shared across the business.
- Use AI and data-led predictions (e.g., likelihood to purchase, churn risk) alongside a human, brand-first tone of voice to drive improvements.
- Monitor customer service logs, return data, and post-purchase surveys to identify and escalate recurring customer needs or issues.
- Lead on customer segmentation and personalisation strategies across CRM and loyalty channels.
- Maintain accurate campaign and technical documentation to ensure clear visibility of workflows and customer journeys.
- Compliance and Governance
- Act as the business owner for GDPR compliance and customer data protection within CRM activity.
- Ensure data handling, preferences, and consent management processes meet legal and ethical standards.
- Loyalty and Clienteling
- Manage the loyalty roadmap in collaboration with our platform partner Yotpo, ensuring relevance, simplicity and impact.
- Work closely with our Retail team to localise and evolve in-store loyalty and CRM initiatives.
- Periodically refresh creative, messaging and program structure to ensure it aligns with wider brand and campaign objectives.
- Partnerships and Operations
- Maintain technical documentation, campaign workflows, and testing records, ensuring everything is up to date and accessible.
- Work with Ecommerce, creative and brand teams to ensure CRM aligns with the wider marketing calendar and business goals.
- Jointly manage relationships with our CRM and loyalty platforms, agencies and tech partners.
About you
- 1–2 years' experience in CRM, ideally within a luxury, fashion or design-led retail business.
- Experience with lifecycle marketing, retention strategy, loyalty, and campaign analytics.
- Strong understanding of email service providers (ideally Klaviyo), CDPs and loyalty platforms (ideally Yotpo).
- Confident communicator with strong stakeholder management skills.
- Detail-oriented and highly organised, able to manage multiple projects and deadlines.
- Commercially minded, customer-centric, and highly collaborative.
- Comfortable with testing, optimisation, and using data to drive decisions.
- A passion for creating meaningful, personalised customer experiences in line with a brand's creative and cultural values.
- Experience with HTML, email design best practices, and customer journey mapping.
- Familiarity with implementing retail CRM or clienteling tools.
- Experience working in a Shopify Plus and/or Triple Whale environment.
What we offer
- Studio Nicholson clothing allowance.
- Generous holiday allowance and staff discount.
- AXA Private Healthcare.
- The opportunity to shape the future of CRM in a fast-growing, design-driven brand.
- Four days working from our Hackney office, one day working from home.
- A chance to work in a small, highly ambitious team where your ideas will make a visible impact.
CRM Executive employer: Studio Nicholson
Contact Detail:
Studio Nicholson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Executive
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their CRM strategies, values, and recent campaigns. We want to show that you’re genuinely interested and ready to contribute to their goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of CRM Executive. We need to highlight your skills in customer engagement and data-driven decision-making to make a lasting impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace CRM Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the CRM Executive role. Highlight your experience in lifecycle marketing and customer engagement, as these are key to what we’re looking for.
Craft a Compelling Cover Letter: Your cover letter is your chance to show us your personality and passion for the role. Share specific examples of how you've driven customer retention and engagement in previous roles, and why you’re excited about joining Studio Nicholson.
Showcase Your Data Skills: Since data-driven decisions are crucial for this role, make sure to mention any experience you have with CRM reporting, campaign analysis, or using data to enhance customer experiences. We love candidates who can blend creativity with analytics!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Studio Nicholson
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM strategies, especially those related to customer retention and engagement. Brush up on your knowledge of lifecycle marketing and be ready to discuss how you can apply these concepts to enhance customer relationships at Studio Nicholson.
✨Showcase Your Data Skills
Be prepared to talk about your experience with data analysis and campaign measurement. Highlight any specific tools you've used, like Klaviyo or Yotpo, and share examples of how you've leveraged data to drive decisions and improve customer experiences.
✨Demonstrate Your Collaborative Spirit
Since this role involves working closely with various teams, emphasise your ability to collaborate effectively. Share examples of past projects where you’ve partnered with different departments, showcasing your strong stakeholder management skills and how you’ve contributed to a team’s success.
✨Emphasise Your Passion for Personalisation
Express your enthusiasm for creating meaningful, personalised customer experiences. Discuss how you can align CRM strategies with the luxury positioning of Studio Nicholson, and be ready to share ideas on how to enhance the omnichannel experience for customers.