Senior Strategy Manager - Customer

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.

But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.

Everyone needs some help showing up as their best self. 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 look like 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 to align roadmaps and key tests with strategic customer needs and experience priorities.

• Lead cross-functional working groups with Product, Tech, Trade, Marketing etc. teams 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.

Qualifications

About You

• Has some experience in management consulting / strategy role with general knowledge of marketing, interest in e-comm / fashion retail businesses 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 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.