Brand & Marketing Manager (Customer Experience)
Shibumi | Gloucestershire | Full-time (5 days per week)
£30,000–£36,000 depending on experience, plus commission on showroom sales
Join an Established Independent Luxury Fashion Brand
Shibumi was created in 2004 and has been designing beautiful silk and cashmere collections for customers who value individuality, exceptional quality and outstanding personal service. Designed from our Gloucestershire studio, our collections have been worn by members of the Royal Family and other high profile clients, while our loyal customers return year after year for our stunning designs, tailoring and personal service. We are a size inclusive brand dress all sizes from petite to plus size.
As an independent business, every customer interaction matters. Whether someone discovers us through social media, receives one of our emails, telephones for styling advice or visits our showroom, every experience should reflect the quality, warmth and personality of the Shibumi brand.
We're looking for an experienced, organised and hands-on Brand & Marketing Manager (Customer Experience) who wants to become an integral part of a small independent business, helping shape both our marketing and the exceptional customer experience that defines Shibumi.
This is far more than a traditional marketing role. You'll become one of the key people behind the Shibumi brand, combining digital marketing, ecommerce, customer experience and showroom styling to help us tell our story to a wider audience while ensuring every customer receives the exceptional personal service we're known for.
If you enjoy variety, take pride in staying organised and love seeing the direct impact of your work, we'd love to hear from you.
What a Typical Day Looks Like
No two days are ever the same.
Most mornings begin by responding to customer emails that have arrived overnight. You might be helping someone choose between two designs, advising on colours or sizing, booking showroom appointments or answering questions about an order.
Three days each week you'll also welcome customers into our showroom, providing styling advice and ensuring every customer enjoys the warm, personal service that Shibumi is known for.
Between customer appointments you'll be planning Klaviyo campaigns, updating our Shopify website, reviewing Meta advertising, creating content, improving SEO, building Pinterest boards, analysing website performance and looking for new ways to grow the business.
Some days you'll spend several hours focused on marketing. During busier retail periods, customer enquiries and showroom appointments naturally become the priority.
We're looking for someone who enjoys that variety and is able to move confidently between customer service, marketing and business organisation without losing sight of the detail.
Key ResponsibilitiesCustomer Experience
Customer service sits at the heart of everything we do.
You'll:
- Respond professionally to customer emails and telephone enquiries.
- Provide styling advice by email, telephone and in person.
- Welcome and style customers in our showroom three days each week.
- Book and manage showroom appointments.
- Handle order queries, deliveries, returns and occasional complaints with empathy and professionalism.
- Build long term customer relationships through thoughtful, personalised service.
Brand & Marketing
You'll take responsibility for our day to day marketing, including:
- Managing and continually improving our Shopify website.
- Planning and delivering Klaviyo email campaigns.
- Managing Meta advertising.
- Creating photography, video and social media content.
- Editing images and marketing assets using Adobe Photoshop.
- Writing engaging website copy, blogs and marketing content.
- Managing on-page SEO.
- Growing our Pinterest and Etsy presence.
- Monitoring Google Analytics and Shopify reporting.
- Reviewing campaign performance and identifying opportunities for improvement.
Business Organisation
As a small independent business, everyone contributes to keeping things running smoothly.
You'll:
- Prioritise customer enquiries alongside marketing activity.
- Maintain our CRM and customer records.
- Keep marketing assets, digital files and product information organised.
- Help coordinate product launches, and retail events.
- Support the smooth day to day running of the business.
- Use AI appropriately to improve efficiency and productivity but not for customer service or blogs.
About You
You're someone who enjoys variety and takes pride in getting things done well.
You're naturally organised, proactive and able to manage multiple priorities without becoming overwhelmed. You enjoy working independently, take ownership of your workload and don't wait to be told what needs doing.
You're equally comfortable responding to customer enquiries, styling customers in the showroom, planning marketing campaigns or analysing performance. You understand that in a successful independent business every part of the customer journey matters.
Skills & Experience
You'll already have a solid marketing background and be confident managing marketing activity with minimal supervision.
Experience using CRM systems is essential.
You'll ideally have experience with Shopify and Adobe Photoshop, together with several of the following:
- Klaviyo or another email marketing platform
- Meta Ads
- Google Analytics / Shopify Analytics
- Photography and video creation
- Copywriting
- On-page SEO
You won't necessarily have worked with every platform we use. We're looking for someone with a strong marketing foundation, excellent organisational skills and a willingness to learn. If you've worked with similar systems and enjoy developing new skills, we'd love to hear from you.
Above all, we're looking for someone with a hands on approach, who's happy to roll up their sleeves, contribute wherever needed and continually look for ways to improve both our marketing and our customer experience.
You'll also be:
- Exceptionally organised with excellent time management.
- Friendly, approachable and professional.
- A confident communicator with excellent written English.
- Commercially aware and proactive.
- Passionate about delivering outstanding customer service.
- Comfortable using AI to improve efficiency.
- Keen to continually learn, develop and grow with the business.
Why Join Shibumi?
This is a rare opportunity to become part of an established independent luxury fashion brand where your contribution will genuinely matter.
You'll enjoy a varied role with real responsibility, the freedom to contribute ideas and the satisfaction of seeing the direct impact of your work.
As Shibumi continues to grow, we see this role growing too. We're looking for someone who wants to build a long term career with us, take ownership of their work and play an important part in shaping the future of our brand and customer experience.
How to Apply
Please send us your CV together with a covering letter explaining why you'd like to join Shibumi and why you believe you'd be a great fit for this role.
As part of your application, we'd also like you to answer a couple of questions :
Having explored the Shibumi website, what attracted you to the brand and what do you think makes Shibumi different? We'd also love to hear why you believe your organisation, customer service and marketing experience would make you a great fit for this role? We look forward to hearing from you.
Pay: £30,000.00-£36,000.00 per year
Benefits:
- Employee discount
- Free parking
- Sick pay
Ability to commute/relocate:
- Stroud GL6 0PT: reliably commute or plan to relocate before starting work (preferred)
Education:
Experience:
- Marketing : 5 years (required)
- Customer service: 7 years (required)
Work Location: In person
