Customer Operations & CRM Specialist

Customer Operations & CRM Specialist

London, UK

Supporting our global online and retail operations across the UK, Europe and US

Nichebox is looking for a Customer Operations & CRM Specialist to join our growing E-commerce team, supporting our luxury fragrance brands, Clive Christian Perfume and Liquides Imaginaires.

This is an exciting opportunity for someone who enjoys combining customer experience, operational excellence, and CRM activities. Working across our international e-commerce business, you'll play a key role in delivering exceptional customer journeys, executing CRM campaigns, and supporting the continued growth of our global online and boutique channels.

Key responsibilities

• Support customer service operations and help deliver an exceptional end-to-end customer experience across our global e-commerce business
• Oversee our customer care agency, resolving complex customer queries and driving service improvements
• Coordinate with internal teams and external partners to support fulfilment, stock management, operational processes and SAP month-end/year-end activities
• Create, execute and optimise CRM email campaigns, including newsletters, automations and customer lifecycle journeys
• Support and enhance our omnichannel CRM strategy across Klaviyo, Shopify POS and boutique channels
• Analyse CRM and customer service performance, using insights to improve customer retention and engagement
• Maintain CRM data quality, support GDPR compliance and contribute to the ongoing development of our loyalty programme
• Collaborate with marketing, creative and retail teams to coordinate content calendars, segment audiences, and drive standout luxury storytelling

What we're looking for

• Bachelor’s degree in Marketing, CRM, Business, or a related field
• 2+ years’ experience in customer service, preferably within luxury, beauty, or premium retail sectors
• Expertise with Klaviyo, Shopify and segmentation strategies is an advantage
• Prior experience in boutique/omnichannel retail CRM and loyalty program management is an advantage
• IT Skills: Proficient in Microsoft Office and data management tools (Excel)
• Software Experience: SAP, Shopify/Shopify Plus, CRM platforms (Gorgias, Klaviyo, or similar) is an advantage
• A passion for storytelling, customer connection, and luxury standards

What we offer

• The opportunity to work with internationally recognised luxury fragrance brands
• Exposure to a growing global business with an expanding international retail and e-commerce presence
• Close collaboration with teams across E-commerce, Marketing, Retail, and Operations
• A dynamic, entrepreneurial environment where ideas and initiative are valued
• The opportunity to make a real impact on customer experience and CRM strategy across multiple international markets

At Nichebox, we value teamwork, relationships, entrepreneurial thinking, and respect .

We know that the perfect background for a role doesn't always mean the perfect fit. If this opportunity feels right for you, we encourage you to apply, even if you don't meet every qualification listed.