Senior Manager, CRM Automation and Journeys

The Customer Lifecycle Team forms part of the Customer & Commercial 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 Manager CRM Automation and Journeys will help to shape and deliver our lifecycle strategy by translating priorities into an actionable roadmap and driving the cross-functional delivery required to scale automated always-on lifecycle programmes.

The Details

This role sits at the intersection of lifecycle strategy analytics and delivery. It is accountable for accelerating progress against FY26 priorities including: growing the reachable customer base increasing app penetration and onboarding quality improving new customer repeat rate strengthening retention and reactivation via always-on intent journeys moving from static caps to dynamic personalised frequency and introducing Next Best Action decisioning - starting in early lifecycle and expanding over time.

This role is designed to scale impact through automated always-on lifecycle programmes strengthening the foundations (segmentation decisioning measurement and ways of working) that enable automation and reduce reliance on manual BAU execution.

Working closely with Customer Marketing Trade AMG Insights Data/MarTech/Engineering and CRM operations the Senior Manager CRM Automation and Journeys will partner cross-functionally to unblock delivery and accelerate our shift toward automated lifecycle execution. Youll be hands-on in our CRM platforms (e.g. Braze or similar ESP/CDP tools) and will operate as a senior individual contributor - owning the plan and building it yourself end-to-end from ideation through to full execution of campaigns and programmes.

This role reports to the Head of Customer Lifecycle Marketing.

We believe being together in person helps us move faster connect more deeply and achieve more as a team. Thats why our approach to working together includes spending at least 3 days a week in the office. Its a rhythm that speeds up decision-making helps ASOSers learn from each other more quickly and builds the kind of culture where people can grow create and succeed.

Qualifications :

About You

• Hands-on lifecycle operator: Youre comfortable building campaigns and journeys end-to-end in the tools defining requirements creating audiences setting up automation and orchestration QAing launching and iterating. You enjoy doing the work not just directing it.
• Strong analytical acumen: Confident interpreting performance data diagnosing journey drop-offs and using insights to recommend clear actions and prioritise what will drive the biggest impact.
• Commercial and business judgement: Strong business acumen with experience linking lifecycle initiatives to growth outcomes (reach conversion repeat retention LTV). Comfortable making trade-offs and prioritisation decisions based on customer value and commercial value.
• Automation and always-on mindset: Experience scaling lifecycle impact through automation- building automated always-on triggers and programmes and reducing manual BAU execution through better design governance and ways of working.
• Platform experience (Braze or similar): Experience using Braze or similar ESP/CDP platforms to build and optimise lifecycle programmes (journeys triggers segmentation orchestration). Comfortable learning new tools and working with technical partners to troubleshoot issues and unlock efficiencies.
• Cross-functional delivery strength: Proven ability to partner with Product Data and Engineering teams to translate business needs into clear requirements manage dependencies and deliver outcomes through collaboration and influence.
• Structured and organised approach: Excellent attention to detail and strong prioritisation skills to manage multiple workstreams in a fast-paced environment balancing BAU improvements with longer-term capability building.
• Collaborative mindset: Comfortable building strong relationships across teams and seniority levels (Customer Marketing Trade AMG Insights Tech and Product) communicating clearly and aligning stakeholders around decisions.
• Proactive and solutions-focused: A can-do attitude comfortable working through ambiguity and proposing new ideas or ways of working to improve performance and execution quality.
• Values-driven: Demonstrates a commitment to inclusion collaboration and excellence in everything you do contributing to a high-performing supportive team culture.

Additional Information :

BeneFITS

• Employee discount (hello ASOS discount!)
• Employee sample sales
• 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
• Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.

Why take our word for it Search #InsideASOS on our socials to see what life at ASOS is like.

Remote Work :

No

Employment Type :

Full-time