Senior Strategy Manager - Customer

TN United Kingdom; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading company in the fashion retail sector seeks a Senior Strategy Manager to drive customer-centric strategies and enhance engagement. This role involves collaboration across various teams to implement innovative solutions and ensure alignment with marketing strategies, ultimately maximizing customer value and loyalty.

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

Flexible benefits allowance

Qualifications

• Experience in management consulting or strategy roles.
• Proven track record of customer-centric strategies.
• Leadership and project management experience.

Responsibilities

• Drive customer-centric strategies for ASOS.
• Collaborate cross-functionally to translate insights into action.
• Support senior leadership with strategic projects.

Skills

Analytical Skills

Strategic Thinking

Problem-Solving

Collaboration

Tools

Excel

SQL

Job description

Senior Strategy Manager - Customer, London

Client: ASOS

Location: London, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 23b74eff840b

Job Views: 3

Posted: 14.05.2025

Expiry Date: 28.06.2025

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. They will own key customer propositions and implement initiatives informed by data and insights. This role also champions ASOS’ 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 strategic projects and prepare presentations for CEO/Board when required.

Qualifications

About You

• Experience in management consulting or strategy roles, with general knowledge of marketing; interest in e-commerce and fashion retail preferred.
• Proven track record of creating and executing customer-centric strategies 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.
• Leadership and project management experience, especially in cross-functional settings, possibly managing 1-2 analysts and external partners like CRM/Analytics agencies.
• Exceptional influencing and collaboration skills with senior leadership to drive strategic decisions and organizational alignment.
• Strong awareness of current market trends and retail conditions, with the ability to recognize innovations and introduce relevant improvements.

Additional Information

Benefits

• Employee discount (hello ASOS discount!)
• Personal development opportunities via 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 (extra cash or benefits)

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