CRM Manager

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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 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 Audience, Customer Marketing, Trade, AMG, Insights and of course their own team CRM.

The CRM Manager will manage a small team so will require the ability to delegate and prioritise team workload, communicate plans and how decisions are made. A pivotal element of the role is supporting the marketing side of the CRM team with best practise, troubleshooting and automated approach to deliver communications. The right candidate will possess strong technical skills whilst also being a strategic thinker and an inspirational manager, always striving to push boundaries.

They will report to the Head of Customer Marketing and Growth.

The Details

• Development of a multi-touch point, multi-channel communications strategy, spanning emails, push notifications, in-app messaging, SMS and on-site messaging
• Oversee and support the management of the day-to-day production of multi-channel comms. 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
• Deep dive into customer, campaign and channel data, identifying opportunities to target new customer segments to drive a desired behaviour and to inform and evolve the direction of the BAU strategy
• Analyse past priority campaigns and key trading moments to understand the CRM performance of these activities and based on this, clearly define how you will build on the results for the next iteration
• Initiate a test and learn strategy to optimise the comms effectiveness
• Lead cross-functional projects; assessing workloads, judging areas of risk and gauging progress to ensure that objectives are met and deadlines are adhered to
• Derive and develop highly personalised communications
• Discover new functionality and/or new tools that could elevate the innovation in our comms
• Develop an in-depth knowledge of our comms technologies in order to troubleshoot and solve difficult, sometimes technical problems, as well as to find process efficiencies where possible
• 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
• Develop a clear understanding of business challenges and pro-actively recommend initiatives which would support these
• Manage, support and inspire the CRM Executives, building a clear development roadmap for them based on objectives that both stretch and compliment their knowledge
• Supporting our culture by driving Diversity, Equity & Inclusion strategies.

Qualifications

About You

• Experienced and proficient in handling data across multiple platforms, building segmentations and utilising complex dynamic conditions
• Numerate, with analytical background useful
• Experience in Customer Engagement Platforms
• An understanding of basic HTML essential
• An analytical, proactive and flexible approach
• The ability to work under own initiative and thrive in a fast-paced environment
• Must multi-task effectively
• Experience of working with and managing senior stakeholders
• Managed large projects from conception through to delivery
• Excellent communication and interpersonal skills, with the ability to communicate clearly, effectively and appropriately with colleagues, suppliers and others at all levels
• Line management experience
• Able to effectively prioritise own and others workload
• Strong attention to detail, quality and accuracy imperative
• Self-motivated with a can-do attitude
• Ability to teach and train others effectively
• Previous use of data querying software or languages
• Experience in setting up SMS and push campaigns
• Working knowledge of other marketing channels
• Keen interest in marketing, fashion and e-retail

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