CRM & Automations Manager
Nordic Knots is looking for a CRM Manager to join our growing team in Stockholm. This is a key role for someone who wants to take full ownership of how we communicate with our customers across both our DTC and Trade businesses.
We’re building a company around thoughtful and long-lasting design, strong relationships, and great customer experiences. As CRM Manager, you will report to the Head of Customer Satisfaction while working in close partnership with our Ecommerce team. You will help us strengthen customer relationships through data-driven, timely, and relevant communication that adds value and supports our global growth.
About the role
You’ll lead our global CRM and lifecycle execution with a dual focus on customer retention, loyalty, and driving repeat purchases. This is a highly operational role for a self-starter who loves getting their hands dirty. You will be responsible for auditing, optimizing, and building our CRM function—ensuring data hygiene, setting up robust automation, and executing highly targeted campaigns. Just as importantly, you’ll equip our teams with the sharp customer insights and segmented lists they need to deliver exceptional experiences.
Sitting at the intersection of CX, Ecommerce, Creative, Retail, and Pro, you will act as a critical cross-departmental bridge. You will work closely with Ecommerce to take full ownership of transactional emails, post-purchase flows, and DTC retention strategies. At the same time, you will partner with our Creative team to ensure our highly optimized, automated emails look beautiful and perfectly reflect our brand identity.
We are looking for a data-driven "doer" who loves to dive into the software, run fast A/B tests, and turn analytics into clear, revenue-driving results.
What you’ll do
- Lead the CRM and lifecycle strategy across both DTC and Trade
- Define and track key performance metrics such as retention rates and lifetime value
- Design and manage email programs that support key business goals
- Set up and improve automated flows for onboarding, post-purchase, and retention
- Create effective segmentation strategies based on customer data and behavior
- Work cross-functionally to align CRM efforts across online and offline channels
- Ensure all communication reflects our brand values and visual identity
What we’re looking for
- 5+ years of experience in CRM, retention, or lifecycle marketing, ideally in e-commerce
- Experience building CRM programs from scratch, both strategic planning and hands-on execution
- Experience with retail omnichannel strategy
- Familiar with modern CRM tools and email marketing platforms (we use Klaviyo for D2C & Hubspot for B2B)
- Experience with retail omnichannel strategies and an understanding of how to support offline sales teams with digital data
- Proficient turning data into actions and to measure performance
- Strong communicator and collaborator
- Able to adapt messaging across different customer types and markets
- Fluent in English
About Nordic Knots
Nordic Knots was founded in 2016 by Liza Berglund Laserow, Fabian Berglund, and Felix Berglund. We are a fast-growing direct-to-consumer Scandinavian interior design brand. The USA is our largest market, followed by the UK and EU.
Nordic Knots was born from a culture of thoughtful design that lasts beyond seasons and trends. Fusing function and aesthetics with a Scandinavian sensibility, we craft timeless textiles for the modern home. We believe great textiles are foundational – they can transform a house into a harmonious home, framing the most beautifully curated lives.
Our head office is located in Stockholm at our flagship store on Birger Jarlsgatan. In 2024, we opened our first flagship store in New York City. We have a growing team in both Stockholm and New York and are expanding our presence in the UK and EU.
What we offer
We are a fun and driven team with high ambitions. We have an entrepreneurial and open-minded culture where all new ideas and suggestions for improvements are valued and encouraged. At Nordic Knots everyone should feel that they are a part of and contributing towards our success as we continue to scale up.
At Nordic Knots we stand for a diverse and inclusive workforce. We seek talented individuals who bring a range of perspectives and inspired ideas. We welcome all applicants eager to join a dynamic team.
Location
This is a Stockholm-based role