About the Role Studio Nicholson is looking for an experienced, customer-focused CRM Specialist to lead the next phase of our retention, engagement and clienteling strategy. Sitting within the Ecommerce function, this role is responsible for 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. You’ll be responsible for shaping a joined-up omnichannel experience that reflects our luxury positioning and design-led values. You’ll work closely with teams across Ecommerce, Retail, and Marking, and act as the internal voice of the customer, using insight and empathy to guide lifecycle strategy and communication. Key Responsibilities Strategy and Ownership • Own and execute the Studio Nicholson cross-channel CRM strategy, driving engagement, retention, and customer lifetime value. • Lead omnichannel customer lifecycle campaigns, including reactivation, birthday, anniversary, post-purchase, and win-back journeys. • Define and roll out a new store-based clienteling strategy, supporting the retail team in delivering more personalised customer experiences. • Fully own BAU email marketing, 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 customer predictions (e.g., likelihood to purchase, churn risk) alongside a human, brand-first tone of voice to drive action. • Monitor customer service logs, return reasons, and post-purchase surveys to spot and address recurring customer issues, needs or desires. • Lead on customer segmentation and personalisation strategies across all CRM and loyalty channels. • Manage and maintain campaign and technical documentation to ensure clear, up-to-date records of all 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 • Manage 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 • Proven experience with lifecycle marketing, retention strategy, loyalty, and campaign analytics • Strong understanding of email service providers (ideally Klaviyo), CDPs and loyalty platforms (ideally Yotpo) • Excellent communication and stakeholder management skills: confident presenting insights to cross-functional teams • 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