ECommerce Customer Service & CRM Specialist | Luxury

London, 4 days office

We're looking for a Customer Service & CRM Specialist to join a growing eCommerce business. This is a varied role that combines customer operations with hands‑on CRM, making it ideal for someone who enjoys balancing customer experience, problem‑solving and marketing execution.

The role is roughly 70% customer operations and 30% CRM.

• Support day‑to‑day customer operations, working with internal teams, external partners and fulfilment providers to ensure a smooth customer experience.
• Manage complex customer queries, order issues and operational processes while monitoring service performance and identifying improvements.
• Build, schedule and deliver CRM campaigns across email, automated journeys and lifecycle communications from briefing through to reporting.
• Support the delivery and ongoing development of the customer loyalty programme across online and offline channels.
• Monitor campaign performance, analyse CRM data and provide insights to improve customer retention, engagement and overall experience.

• Previous experience in CRM, eCommerce or customer operations, within an eCommerce business.
• Comfortable delivering email campaigns, lifecycle marketing and customer communications using CRM platforms such as Klaviyo or similar.
• Strong organisational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Excellent communication skills with experience working across marketing, ecommerce, customer service and operations teams.
• A proactive, detail‑oriented approach with a genuine focus on delivering an outstanding customer experience.