Job Description The Senior Manager - Customer & Marketing Strategy is a pivotal leader driving ASOS' growth through customer-centric strategies. This role is responsible for shaping and executing a comprehensive Customer Strategy designed to maximise customer value, loyalty, and engagement. Working at the intersection of data, strategy, and innovation, this role ensures alignment with ASOS’ overarching Marketing Strategy across all channels—including email, push, onsite, paid media, and customer care. The successful candidate will collaborate cross-functionally with teams such as CRM, Media Investment, Customer Insights, Digital Product, Tech, and Data Science, as well as external partners, to test and implement key initiatives informed by data and insights. This role will also champion ASOS’ commitment to delivering exceptional customer experiences and measurable business impact. The Details Customer Strategy & Segmentation Lead the development and ownership of a comprehensive Customer Strategy Compendium, with a deep understanding of customer segments To develop this, you will collaborate with insights analysts and research agencies to design and refine actionable customer segmentations based on different use cases For prioritized segments, you will build strategies alongside leaders in the business (e.g., Trade, Product, Tech) to create and execute tangible action plans Customer Experience Own insights on the E2E customer experience across all shopping touchpoints (e.g., NPS surveys) to understand core customer pain points and identify areas of innovation across multiple markets Lead cross functional working group across the business to develop action plans to improve our customer experience and own performance measurement This may include collaborating with our Product and Tech teams to refine product roadmaps or partnering with the CRM team to test and implement innovative strategies that drive customer lifetime value, engagement, and retention Marketing Strategy At times, you will also support the Marketing and Customer Strategy leadership on critical bespoke projects and CEO / board level presentations