Senior CRM Executive

3 days ago

Hackney Derbyshire, United Kingdom STUDIO NICHOLSON Full time

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.

Support the delivery and optimisation of the Studio Nicholson cross-channel CRM strategy, driving engagement, retention, and customer lifetime value.
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.
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.

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

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

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 
~ 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 
~ 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

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