Job Description

The Senior Manager - Customer & Marketing Strategy is a pivotal leader driving ASOS' growth through customer-centric strategies. This role is responsible for shaping and executing a comprehensive Customer Strategy designed to maximise customer value, loyalty, and engagement. Working at the intersection of data, strategy, and innovation, this role ensures alignment with ASOS’ overarching Marketing Strategy across all channels—including email, push, onsite, paid media, and customer care.

The successful candidate will collaborate cross-functionally with teams such as CRM, Media Investment, Customer Insights, Digital Product, Tech, and Data Science, as well as external partners, to test and implement key initiatives informed by data and insights. This role will also champion ASOS’ commitment to delivering exceptional customer experiences and measurable business impact.

The Details 

Customer Strategy & Segmentation

• Lead the development and ownership of a comprehensive Customer Strategy Compendium, with a deep understanding of customer segments
• To develop this, you will collaborate with insights analysts and research agencies to design and refine actionable customer segmentations based on different use cases
• For prioritized segments, you will build strategies alongside leaders in the business (e.g., Trade, Product, Tech) to create and execute tangible action plans

Customer Experience

• Own insights on the E2E customer experience across all shopping touchpoints (e.g., NPS surveys) to understand core customer pain points and identify areas of innovation across multiple markets
• Lead cross functional working group across the business to develop action plans to improve our customer experience and own performance measurement
• This may include collaborating with our Product and Tech teams to refine product roadmaps or partnering with the CRM team to test and implement innovative strategies that drive customer lifetime value, engagement, and retention

Marketing Strategy

• At times, you will also support the Marketing and Customer Strategy leadership on critical bespoke projects and CEO / board level presentations

Qualifications

About You 

• Has experience in management consulting / strategy role with general knowledge of digital marketing, interest in e-comm / fashion retail businesses preferred
• Proven track record of creating and executing a Customer strategy across multiple communication channels in a global organization
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights (advanced proficiency in Excel is a must, and understanding of SQL preferred)
• Solution oriented self-starter that uses their problem-solving skills to inform decision making and achieve the best outcomes for the business
• Demonstrated leadership and project management experience, particularly in cross-functional settings which may include management of 1 – 2 analysts and external partners such as CRM / Analytics agencies
• Exceptional skills in influencing and collaborating with senior leadership to drive strategic decision making and alignment across the organization
• Strong awareness of current trends, Retail Market conditions with the ability to recognise game changing innovations and introduce relevant capability improvements

Additional Information

BeneFITS’ 

• Employee discount (hello ASOS discount!) 

• ASOS Develops (personal development opportunities across the business) 

• Employee sample sales  

• Access to a huge range of LinkedIn learning materials 

• 25 days paid annual leave + an extra celebration day for a special moment 

• Discretionary bonus scheme  

• Private medical care scheme 

• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits 

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.