Senior Strategy Manager - Customer

ASOS.com; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading online fashion retailer is seeking a Senior Manager for Customer & Marketing Strategy. This pivotal role focuses on driving growth through customer-centric strategies, collaborating with cross-functional teams, and ensuring alignment with marketing goals. The ideal candidate will possess strong analytical skills, leadership experience, and a passion for e-commerce and fashion retail.

Benefits

Employee discount

Personal development opportunities

Employee sample sales

Access to LinkedIn Learning

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.

Responsibilities

• Develop and drive customer-facing propositions.
• Collaborate with Product and Tech teams for alignment.
• Lead cross-functional working groups for market plans.

Skills

Analytical Thinking

Strategic Thinking

Problem Solving

Collaboration

Tools

Excel

SQL

Job description

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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’re 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.

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

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, owning key customer propositions and implementing initiatives informed by data and insights. This role will also champion ASOS’ commitment to delivering exceptional customer experiences and measurable business impact.

The Details

Strategy & Insight

• Develop and drive the strategy behind customer-facing propositions – this may include 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 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, and Marketing teams to translate insights into tangible go-to-market plans, ensuring timely delivery of initiatives with clear performance measures.
• Support senior leadership on strategic projects and CEO/Board-level presentations as needed.

Qualifications

About You

• Experience in management consulting or strategy roles, with a general knowledge of marketing; interest in e-commerce and fashion retail is preferred.
• Proven track record of creating and executing customer-centric strategies across multiple channels in a global organization.
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights (advanced proficiency in Excel required; SQL understanding preferred).
• Solution-oriented self-starter with problem-solving skills to inform decision-making and achieve business outcomes.
• Leadership and project management experience, especially in cross-functional settings, including managing 1-2 analysts and external partners such as CRM/Analytics agencies.
• Exceptional influencing and collaboration skills with senior leadership to drive strategic decisions 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.

Additional Information

Benefits

• Employee discount (hello ASOS discount!)
• Personal development opportunities through ASOS Develops
• Employee sample sales
• Access to LinkedIn Learning resources
• 25 days paid annual leave plus a celebration day
• Discretionary bonus scheme
• Private medical care
• Flexible benefits allowance, which can be taken as extra cash or used for other benefits