head of crm in fashion ecommerce

ASOS is an online fashion retailer serving customers around the world.

• Implement and optimise the lifecycle framework across push and email, focusing on first-to-second purchase and repeat purchases
• Build and improve automated, product-triggered and behavioural journeys, managing suppressions and frequency within the contact policy
• Drive segmentation and personalisation using purchase, browsing, size, returns and loyalty data
• Own relationships with Braze and associated CRM/CDP tools, and maximise their value
• Help shape the future CRM architecture
• Oversee deliverability, push performance and channel health across markets
• Own CRM-led retention inputs, including engagement, contactability, frequency and repeat behaviour
• Run holdouts and an always-on test-and-learn programme with Analytics
• Prioritise CRM quarterly, balancing lifecycle value with trading needs, including peak periods
• Lead and develop the team, shifting time from manual builds to lifecycle, insight and testing, and step in where deeper expertise is needed
• Champion Diversity, Equity & Inclusion strategies

• Senior lifecycle CRM experience in a business with millions of customers across multiple markets
• Deep hands-on expertise in push and app CRM, as well as email
• Strong Braze experience or experience with a comparable enterprise platform, and the data behind it
• A track record of triggered journeys and personalisation that measurably improved retention or repeat purchase
• Experience running holdouts and test-and-learn programmes
• People leadership experience, with the ability to develop team capability and lead CRM through peak periods
• Будет плюсом: fashion, retail or ecommerce experience, CRM re-platforming or new data platform experience, interim or fixed-term leadership experience with a fast start

• 12-Month fixed-term contract
• Employee discount
• Employee sample sales
• 25 Days of paid annual leave plus an extra celebration day
• Performance-related bonus
• Private medical care scheme
• Personalised learning and in-the-moment development opportunities