London

Senior Manager, CRM Automation and Journeys

Job type
Full Time
Level
Mid-senior level
Apply now

Your Role

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.

/01 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.

Everyone needs some help showing up as their best self. We're Disability Confident Committed - let our Talent team know if you need any reasonable adjustments throughout the recruitment process.

/02 Job 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.

/03 Additional Info

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.

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 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 have the opportunity for personalised learning and in-the-moment experiences to create a dynamic and agile learning environment that empowers you to thrive and excel in your role.

  • 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. 

Recruitment
Process

  1. Apply online

  2. Call back & Interview

  3. Decision & Onboarding

Apply now