CRM Manager

About the Role

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

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

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
• AXA Private Healthcare
• 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