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