Senior CRM Manager

ASOS; London; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading company in fashion retail seeks a Senior CRM Manager to drive customer engagement strategies. This role involves overseeing multi-channel campaigns, leveraging data insights, and enhancing customer relationships. Join ASOS to lead a high-performing team and support diversity and inclusion in a creative work environment.

Benefits

Employee discount (ASOS discount)

Personal development opportunities through ASOS Develops

Employee sample sales

Access to LinkedIn Learning materials

25 days paid annual leave plus a celebration day

Discretionary bonus scheme

Private medical care

Flexible benefits allowance

Qualifications

• Hands-on experience with multi-channel CRM campaigns.
• Ability to interpret data and derive insights.
• Experience managing operational and strategic projects.

Responsibilities

• Develop a Multi-Channel Communications Strategy across various channels.
• Oversee delivery of multi-channel campaigns ensuring quality and timely execution.
• Lead complex CRM projects aligned with business goals.

Skills

Analytical Skills

CRM Experience

Organisational Skills

Collaborative Mindset

Proactive Attitude

Tools

CRM platforms

Job description

Company Description

We’re ASOS, the online retailer for fashion lovers all around the world.

We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you’re free to be your true self without judgement, and channel your 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 also placed 8th in the Inclusive Top 50 Companies Employer list.

Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

Job Description

The CRM Team is part of the Customer Growth department and focuses on developing a global strategy for engaging, converting, and retaining customers through targeted messaging across all touchpoints.

The Senior CRM Manager will develop and deliver a customer-centric strategy across owned marketing channels by leveraging CRM insights, technologies, and best practices. They will collaborate closely with teams including Customer Marketing, Trade, AMG, Insights, Audience Targeting, and CRM.

This role involves leading CRM campaigns and projects, ensuring operational excellence, and fostering continuous improvement. As a senior manager, you will contribute to CRM strategy, manage day-to-day operations, stakeholder relationships, and ensure team effectiveness.

This position reports to the Head of Organic and Lifecycle Marketing.

The Details

1. Develop a Multi-Channel Communications Strategy:
   Create and implement a data-driven communication plan across email, push, in-app, SMS, and on-site channels to boost engagement.
2. Oversee Day-to-Day Operations:
   Manage the delivery of multi-channel campaigns, ensuring timely execution, quality, and collaboration. This includes requirements scoping, briefing creative/content teams, data mining, audience building, deployment, and reporting.
3. Leverage Data-Driven Insights:
   Use insights to identify opportunities, guide strategies, and improve channel performance.
4. Implement Testing and Optimisation:
   Promote a test-and-learn approach to refine messaging, targeting, and creative elements.
5. Lead Cross-Functional Projects:
   Manage complex CRM projects, ensuring alignment with business priorities and risk management.
6. Embrace Innovative Tools and Techniques:
   Stay updated on CRM technology developments and adopt new tools to enhance efficiency.
7. Develop an In-Depth Knowledge of CRM Tools:
   Learn and troubleshoot CRM technologies to improve campaign delivery.
8. Support Business Goals:
   Understand business challenges and propose CRM initiatives to address them and drive commercial impact.
9. Foster Strong Relationships:
   Build relationships within the Customer Growth team and across departments for successful delivery.
10. Manage, Mentor, and Develop the Team:
    Provide leadership, ensure accountability, and foster a high-performing, inclusive team culture.
11. Support Diversity and Inclusion:
    Embed DEI principles within the team environment.

About You

• CRM Experience:
  Hands-on experience with multi-channel CRM campaigns, with a customer-first approach.
• Analytical Skills:
  Ability to interpret data, derive insights, and make value-driven recommendations.
• Technical Confidence:
  Experience with CRM platforms, troubleshooting, and system efficiencies.
• Organisational Skills:
  Attention to detail, prioritisation, and managing multiple projects.
• Collaborative Mindset:
  Ability to work cross-functionally and build relationships at all levels.
• Proactive Attitude:
  Solution-oriented, comfortable with ambiguity, and innovative in approach.
• Passion for CRM and Fashion Retail:
  Genuine interest in using CRM to add value for customers and the business.
• Values-Driven:
  Commitment to inclusion, collaboration, and excellence.
• Project Management:
  Experience managing operational and strategic projects.
• Performance Reporting:
  Ability to report insights to senior stakeholders effectively.

Additional Information

• Employee discount (hello ASOS discount!)
• Personal development opportunities through ASOS Develops
• Employee sample sales
• Access to LinkedIn Learning materials
• 25 days paid annual leave plus a celebration day
• Discretionary bonus scheme
• Private medical care
• Flexible benefits allowance