Senior CRM Manager

The CRM Team forms part of the Customer Growth department and is responsible for taking customer campaign and channel insights and using them to devise a global strategy for engaging converting and retaining customers via targeted messaging across all touchpoints.

Always thinking data-first the Senior CRM Manager will help to develop and deliver the customer-centric strategy across our owned marketing channels. They will do so by leveraging CRM insights technologies and best practice. They will work closely with many teams including Customer Marketing Trade AMG Insights Audience Targeting and of course their own team CRM.

This role is responsible for leading and overseeing the delivery of CRM campaigns and projects ensuring operational excellence and driving continuous improvement across the CRM programme. As a senior manager you will act as a key contributor to CRM strategy development owning day-to-day delivery managing stakeholder relationships at all levels and ensuring your team operates effectively and with clear accountability.

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

The Details

• Develop a Multi-Channel Communications Strategy:
  Craft and execute a data-led communications plan across email push in-app SMS and on-site channels to drive engagement with targeted customer segments.
• Oversee Day-to-Day Operations:
  Lead the end-to-end delivery of multi-channel campaigns ensuring timely execution high quality and strong collaboration across teams. This includes scoping the initial requirements and briefing the creative and content teams through to data mining audience building deployment of the comms and the granular reporting which is shared with all activity stakeholders 
• Leverage Data-Driven Insights:
  Use customer and campaign insights to identify opportunities guide strategic decisions and continuously improve channel performance.
• Implement Testing and Optimisation:
  Champion a test-and-learn experimentation approach to refine messaging targeting and creative to optimise comms effectiveness
• Lead Cross-Functional Projects:
  Lead complex CRM projects ensuring strategic alignment managing risks and driving outcomes that support wider business priorities.
• Embrace Innovative Tools and Techniques:
  Stay ahead of CRM tech developments adopting new tools and processes to improve efficiency and effectiveness.
• Develop an In-Depth Knowledge of Our CRM Tools and Tech:
  Learn how our CRM technologies work to solve technical issues identify efficiencies and improve campaign delivery processes.
• Proactively Support Business Goals:
  Understand broader business challenges and suggest CRM initiatives that help address them and drive commercial impact.
• Foster Strong Team and Stakeholder Relationships:
  Build solid relationships with cross-functional teams in the Customer Growth department and wider departments to enable the successful delivery of the Customer Growth vision together 
• Manage Mentor and Develop the Team:
  Provide clear leadership and direction to the CRM team ensuring accountability performance and development. Act as a role model fostering a high-performing engaged and inclusive team culture.
• Support a Diverse and Inclusive Culture:
  Contribute to an inclusive supportive team environment by embedding Diversity Equity & Inclusion principles.

Qualifications :

About You  

• Strong CRM Experience:
  Hands-on experience planning and delivering multi-channel CRM campaigns (email push in-app SMS on-site) with a customer-first mindset.
• Analytical Acumen:
  Confidence interpreting performance data drawing out insights and making customer-first recommendations that bring value to the business.
• Technical Confidence:
  Ability to work with CRM platforms and troubleshoot issues with a willingness to learn how systems connect and how to find efficiencies.
• Structured and Organised Approach:
  Excellent attention to detail and strong prioritisation skills to manage multiple projects in a fast-paced environment.
• Collaborative Mindset:
  Comfortable working cross-functionally and building relationships across different teams and seniority levels.
• Proactive and Solutions-Focused:
  A can-do attitude comfortable working through ambiguity and proposing new ideas or ways of working.
• Passion for Customers and CRM:
  Genuine interest in fashion e-retail CRM marketing and how we can use it to drive value for the customer and the business.
• Values-Driven:
  Demonstrates a commitment to inclusion collaboration and excellence in everything you do.
• Project and Programme Management:
  Experience managing both BAU and strategic projects balancing operational delivery and long-term planning.
• Commercial and Performance Reporting:
  Strong commercial awareness with experience reporting performance and insights to senior stakeholders.

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 

Remote Work :

No

Employment Type :

Full-time