At a Glance
- Tasks: Lead CRM strategy and enhance customer engagement across online and retail.
- Company: Join Studio Nicholson, a growing luxury brand with a collaborative culture.
- Benefits: Enjoy a clothing allowance, generous holiday, and flexible working arrangements.
- Other info: Be part of a small, ambitious team making a real impact on customer experience.
- Why this job: Shape the future of CRM in a dynamic environment where your ideas matter.
- Qualifications: 4+ years in CRM, ideally in luxury or fashion, with hands-on experience in Klaviyo.
The predicted salary is between 40000 - 50000 £ per year.
Studio Nicholson is looking for an experienced, commercially minded CRM Clienteling Manager to lead the next phase of our customer retention, loyalty and omnichannel engagement strategy. Sitting within the Ecommerce team, this role will own and shape our CRM approach across online and retail, helping us build a more considered, personal and connected customer experience that reflects the Studio Nicholson brand and customer. This is a hands‑on role for someone who enjoys both strategy and execution.
Initially, you’ll be closely involved in the day‑to‑day running of CRM activity; building campaigns, creating customer journeys, analysing performance and refining communications. But equally importantly, we are looking for someone with the experience, confidence and entrepreneurial mindset to challenge existing thinking, identify opportunities, and help define what exceptional CRM and clienteling should look like for Studio Nicholson over the coming years. You will work closely with Ecommerce, Retail, Marketing and Creative teams, acting as an internal customer advocate and helping to connect our online and in‑store experiences in a more intelligent and meaningful way.
Key Responsibilities- Strategy and Ownership
- Own and evolve the Studio Nicholson CRM and retention strategy across ecommerce and retail.
- Develop a clear omnichannel customer lifecycle approach, focused on engagement, retention, repeat purchase and long‑term customer value.
- Identify opportunities to improve personalisation, segmentation and customer experience across all touchpoints.
- Help define and implement a luxury‑focused clienteling strategy in partnership with Retail teams.
- Act as a key internal voice of the customer, using insight and intuition to improve how we communicate and build relationships with customers.
- Campaign Management & Execution
- Manage BAU email marketing end‑to‑end, from planning and briefing through to build, deployment and reporting.
- Build and optimise automated customer journeys, including welcome, post‑purchase, replenishment, reactivation, birthday and VIP flows.
- Ensure all CRM communications feel aligned with the Studio Nicholson brand, tone and customer expectations.
- Collaborate closely with Creative and Brand teams to ensure CRM activity feels elevated, thoughtful and culturally aligned.
- Loyalty & Clienteling
- Own the ongoing development and optimisation of the Studio Nicholson loyalty programme in partnership with Yotpo.
- Work closely with Retail teams to improve the connection between stores and CRM activity.
- Develop and evolve store‑based CRM and clienteling initiatives, helping retail teams better understand and engage their local customer base.
- Explore opportunities around appointment shopping, VIP engagement, localised communications and personalised outreach.
- Help create a more joined‑up omnichannel customer experience across stores and ecommerce.
- Data, Insight & Reporting
- Own CRM reporting and performance analysis, sharing actionable insights across the business.
- Use customer, purchase and behavioural data to improve segmentation, targeting and lifecycle activity.
- Monitor customer service feedback, return trends and survey responses to identify recurring themes and opportunities.
- Work with Ecommerce and Marketing teams to test and optimise campaigns, journeys and retention initiatives.
- Maintain clear campaign documentation, workflows and CRM processes.
- Platforms, Partners & Operations
- Manage relationships with CRM, loyalty and data platform partners and agencies.
- Work closely with Ecommerce and Development teams on CRM integrations, data flows and technical improvements.
- Ensure GDPR compliance and best practice customer data management across all CRM activity.
- Help identify and implement new tools, workflows or technologies that improve customer experience and operational efficiency.
About you
- 4+ years’ experience in CRM, retention or lifecycle marketing, ideally within luxury, fashion or design‑led retail.
- Strong understanding of omnichannel retail and customer behaviour across ecommerce and physical stores.
- Experience building and evolving CRM strategies, rather than purely executing campaigns.
- Hands‑on experience with Klaviyo and loyalty platforms such as Yotpo.
- Confident building emails, customer journeys, segments and reporting workflows.
- Naturally curious and entrepreneurial, with the confidence to bring new ideas and challenge existing approaches.
- A strong understanding of customer segmentation, retention strategy and personalisation.
- Understanding of luxury customer expectations and how CRM should support a premium brand experience.
- Experience with retail CRM, clienteling or store‑focused customer engagement tools is highly desirable.
What we offer
- Studio Nicholson clothing allowance.
- Generous holiday allowance and staff discount.
- The opportunity to shape and lead CRM and clienteling strategy within a growing luxury brand.
- Four days working from our Hackney office, one day working from home.
- A chance to work in a small, highly ambitious and collaborative team where your ideas will have a direct impact.
CRM Manager employer: Studio Nicholson
At Studio Nicholson, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a CRM Manager, you will have the unique opportunity to shape our customer engagement strategy within a growing luxury brand, supported by generous benefits such as a clothing allowance, a flexible working arrangement, and a commitment to your professional growth. Join our ambitious team in Hackney, where your ideas will directly influence our customer experience and brand evolution.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your CRM strategies and successes. When you get the chance to chat with hiring managers, share these examples to demonstrate how you can add value to their team.
✨Tip Number 3
Be proactive! If you see a company you love, don’t wait for them to post a job. Reach out directly and express your interest in working with them. Tailor your message to show how your experience aligns with their needs.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows you're genuinely interested in joining us at Studio Nicholson and helps us keep track of your application more easily.
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Show Your Passion for CRM:When writing your application, let us see your enthusiasm for CRM and customer engagement. Share specific examples of how you've successfully managed CRM strategies in the past, especially in luxury or retail settings.
Tailor Your Application:Make sure to customise your application to reflect our brand and values. Highlight your experience with omnichannel strategies and how you can enhance the Studio Nicholson customer experience across both online and retail.
Be Data-Driven:We love numbers! Include any relevant metrics or data that showcase your success in previous roles. Whether it’s improved retention rates or successful campaign performance, let the data speak for you.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to shape our CRM strategy.
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 relevant to luxury retail. Brush up on your experience with platforms like Klaviyo and Yotpo, and be ready to discuss how you've used data to enhance customer engagement and retention.
✨Showcase Your Strategic Mindset
Prepare examples that highlight your ability to develop and evolve CRM strategies. Think about times when you’ve identified opportunities for personalisation or improved customer journeys, and be ready to share these insights during the interview.
✨Demonstrate Your Collaborative Spirit
Since this role involves working closely with various teams, come prepared to discuss how you’ve successfully collaborated with marketing, creative, and retail teams in the past. Highlight any specific projects where teamwork led to successful outcomes.
✨Be Ready to Challenge the Status Quo
Studio Nicholson is looking for someone who can bring fresh ideas to the table. Think of innovative approaches you’ve taken in previous roles and be prepared to discuss how you would apply that entrepreneurial mindset to their CRM strategy.
