Senior Strategy Manager - Customer

Votre Sommelier; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading fashion retailer seeks a Senior Manager for Customer & Marketing Strategy to drive growth through customer-centric initiatives. The role involves collaboration across teams to enhance customer experiences and maximize engagement through innovative strategies. Ideal candidates will have experience in strategy roles, strong analytical skills, and a passion for e-commerce.

Benefits

Employee discount

Personal development opportunities

Employee sample sales

Access to LinkedIn Learning materials

25 days paid annual leave

Discretionary bonus scheme

Private medical care scheme

Flexible benefits allowance

Qualifications

• Experience in management consulting or strategy roles preferred.
• Proven track record in customer-centric strategy execution.

Responsibilities

• Drive customer-facing propositions and monitor competitive landscape.
• Collaborate with Product and Tech teams for strategic alignment.

Skills

Analytical Thinking

Strategic Thinking

Problem Solving

Collaboration

Tools

Excel

SQL

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's overarching Marketing Strategy across all channels, including email, push notifications, 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, owning key customer propositions and implementing initiatives informed by data and insights. This role will also champion ASOS's commitment to delivering exceptional customer experiences and measurable business impact.

The Details

Strategy & Insight

• Develop and drive the strategy behind customer-facing propositions, such as ASOS Premier, Loyalty, AI fashion tools, and other growth drivers.
• Partner with insights analysts and research agencies to own insights across the end-to-end customer journey, including NPS and CX metrics, to identify pain points and commercial opportunities.
• Monitor the competitive landscape and trends to ensure ASOS maintains its edge in customer innovation.

Business Partnering & Implementation

• Collaborate with Product and Tech teams to align roadmaps and key tests with strategic customer needs and experience priorities.
• Lead cross-functional working groups with Product, Tech, Trade, Marketing, etc., to translate insights into tangible go-to-market plans, ensuring timely delivery of initiatives with clear performance measures.
• Support senior leadership on additional bespoke strategic projects and CEO/Board-level presentations when required.

At ASOS, the online retailer for fashion lovers worldwide, we exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. We encourage our team to be their true selves without judgment and to channel their creativity into a platform used by millions.

We are proud members of Inclusive Companies, are Disability Confident Committed, and have signed the Business in the Community Race at Work Charter. We placed 8th in the Inclusive Top 50 Companies Employer list. If you need any adjustments throughout the application process, please let our Talent team know.

About You

• Some experience in management consulting or strategy roles with a general knowledge of marketing; interest in e-commerce or fashion retail is preferred.
• Proven track record of creating and executing a customer-centric 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 required; understanding of SQL is preferred).
• Solution-oriented self-starter with problem-solving skills to inform decision-making and achieve optimal outcomes.
• Demonstrated leadership and project management experience, especially in cross-functional settings, including managing 1-2 analysts and external partners such as CRM or analytics agencies.
• Exceptional influencing and collaboration skills with senior leadership to drive strategic decision-making and organizational alignment.
• Strong awareness of current retail market trends and conditions, with the ability to recognize game-changing innovations and introduce relevant capability improvements.

Benefits

• Employee discount (hello ASOS discount!)
• ASOS Develops (personal development opportunities across the business)
• Employee sample sales
• Access to a wide range of LinkedIn Learning materials
• 25 days paid annual leave plus an extra celebration day for special moments
• Discretionary bonus scheme
• Private medical care scheme
• Flexible benefits allowance, which can be taken as extra cash or used towards other benefits

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