Overview
eCommerce Customer Service & CRM Specialist | Luxury Jobs in London Area, United Kingdom at Sphere Digital Recruitment Group
Title: eCommerce Customer Service & CRM Specialist | Luxury
Company: Sphere Digital Recruitment Group
Location: London Area, United Kingdom
eCommerce Customer Service & CRM Specialist | Luxury
London, 4 days office
£40,000
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.
A bit about the role
- 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.
A bit about you
- 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.
