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 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 owning and delivering multi-channel CRM campaigns, driving continuous improvement, and ensuring operational excellence across all CRM activities. The CRM Manager will lead a small team, delegate tasks effectively, and clearly communicate plans and decision-making processes to achieve outstanding results.
This role reports to the CRM Lead.
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: Own and deliver complex CRM projects by aligning stakeholders, managing timelines and team capacity, and balancing 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: Manage, support and inspire the CRM Executives, building a clear development roadmap for them based on objectives that both stretch and compliment their knowledge
Support a Diverse and Inclusive Culture: Contribute to an inclusive, supportive team environment by embedding Diversity, Equity & Inclusion principles.
/01 Company Description
Were 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, youre free to be your true self without judgement, and channel your creativity into a platform used by millions.
But how are we showing up? Were 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.
/02 Job 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.
/03 Additional Info
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
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
Meet The Team
Meet Geeta Gohil -
Commercial @ ASOS
Meet Ian Amer -
Commercial @ ASOS
Meet Mui Abdul -
Commercial @ ASOS
Working at ASOS has made me realise how much I feel like I belong here. It’s exciting and refreshing. The authenticity and inclusivity ASOS has makes it even better to work here. Everyday is a different day; I am learning new things, meeting new people and be involved in so many amazing buying projects.
I love ASOS for two main reasons – firstly because as a company it is never afraid to try something new or challenge the way we work; we really have the autonomy to push ourselves in new directions.
ASOS is incredibly inclusive which means so much to me as a queer Black woman. There are so many opportunities here beyond your role, so you can really boost and build your dream career here. And the people! I’m inspired everyday by my colleagues, the creativity here is unparalleled!
Geeta Gohil
Commercial @ ASOS
Working at ASOS has made me realise how much I feel like I belong here. It’s exciting and refreshing. The authenticity and inclusivity ASOS has makes it even better to work here. Everyday is a different day; I am learning new things, meeting new people and be involved in so many amazing buying projects.
Ian Amer
Commercial @ ASOS
I love ASOS for two main reasons – firstly because as a company it is never afraid to try something new or challenge the way we work; we really have the autonomy to push ourselves in new directions.
Mui Abdul
Commercial @ ASOS
ASOS is incredibly inclusive which means so much to me as a queer Black woman. There are so many opportunities here beyond your role, so you can really boost and build your dream career here. And the people! I’m inspired everyday by my colleagues, the creativity here is unparalleled!
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
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We are Customer First
We couldn’t be ASOS without our customers.
Across every behaviour, value, and all that we do, we see everything through our customers’ eyes. That means never taking anything for granted and always zeroing in on every single detail. So we can always bring our best as a team, and our customers can have an amazing experience, every time.
We are Authentic
We work together to be honest, transparent, and our full authentic selves.
This is our ASOS. Our culture, built on collaboration and togetherness, and supported by what’s real and honest. We know that we win bigger when we win as a diverse team. That means celebrating our differences and using them to help us stand out from the crowd, without losing our authenticity and individuality.
We are Brave
We challenge each other to aim high and reach our potential.
Doing nothing gets us nowhere. We may be proud of everything we’ve done so far, but there’s still so much more to explore. We believe we can always be wiser, faster, stronger, bigger, braver, kinder…so asking ‘why’ isn’t just a question, it’s a necessity. We use our voice to drive us forward, speaking up on the things our people and customers care about and using our curiosity to create possibility.
We are Creative
We know innovation leads to inspiration – it’s what makes us stronger
Change is in our DNA. By acting fast and staying one step ahead of the curve, we can be a leader, not a follower. But for our products and platform to be innovative, they have to be fuelled by creative passion and a deep understanding of our customers and our people.
We always Deliver
We couldn’t be excellent without evidence – so whatever we’re doing, we have proof of why we’re doing it.
It takes facts and data to tell our stories and help us make our decisions in the most effective way possible. This means we can do what we say and own what we do, no matter how long it takes us to do it. We aren’t about nonsense ifs, buts and maybes, we’re about creating an ASOS that’s built for future success on delivered success.
Our Benefits
Employee Discount
The most asked-about benefit! As an ASOSer, you’ll receive an exclusive employee discount. You can also nominate a family member or friend to share your discount with.
Pension
Retirement might not be on your mind right now, but it’s important to prep for it. We offer matched contributions up to 5% to help you save.
Private Medical Care scheme
If you join our Private Medical Care scheme, you’ll get fast and effective access to medical cover.
Bonus
What we achieve is always a team effort. That’s why we offer a discretionary bonus scheme which rewards you based on our group financial and strategic performance.
Celebratory Day!
Get an extra day off in addition to the 25 days of annual leave you get! Spend it celebrating the big days in life, whether it’s birthdays, cultural holidays, weddings and anything else.
Shuttlebus Service (if you're based in our Leavesden office)
It’s more of a work perk, but we offer a free shuttlebus between Watford station and our office in Leavesden.
Sample Sales
We’ve always got fun things happening in our offices, but the one ASOSers get most excited about is our sample sales. Plus, all proceeds from the sample sale get donated to the ASOS Foundation, which helps our charity partners abroad.
Career Development
You’ll get access to world-class development plans, courses and certificates to help you mould your career. You’ll also get access to our learning events ‘ASOS Develops’ and ‘Shape Your Career’ which give you the time and space to focus on developing those skills to excel your career.
Summer Hours
We finish at 3pm on Fridays in June, July and August!! This perk doesn’t mean a dip in your salary – it just gives you extra freedom to enjoy those summer weekends however you want.
Location
Our HQ in London
Our HQ in Camden was once a cigarette factory – now, the iconic Art Deco building has been completely renovated with spacious office areas, ASOS Studios (where we shoot all our products), beauty rooms and a free gym. There’s also a subsidised canteen and café.