Empowering 20-somethings to look, feel and be their best so they can achieve amazing things

At ASOS our 2,000+ ASOSers are immersed in the creative worlds, live on their mobiles and have a truly entrepreneurial attitude. As a company, we’re not trying to mimic or profit from youth culture – we are part of that youth culture.

There’s nothing that excites us more than finding talent, fuelling it, then letting it fly. Whether it’s developing the careers of our staff or investing in a new tech platform, we love knowing that we truly keep fashion moving forward.

Ultimately, we get excited by interesting individuals and we want to feed this individuality, empowering our people and customers to look, feel and be their best so they can achieve amazing things.

The CRM Team forms part of the Performance Marketing function in the Marketing department and is accountable 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. Central to the ASOS strategy is to give customers the confidence to be who they want to be’ and, as such, customer insight is at the heart of enabling that. This is used at a high level to drive key business decisions-making such as personalisation, globalisation, branding and new product development, as well as informing our day to day global marketing strategy.

The Role:With the perfect blend of strategic, creative and analytical thinking, the CRM Executive will help to develop and deliver ASOS’ CRM strategy across various customer touch points which include but are not limited to email, SMS, push, in-app and on-site. They will do so by leveraging CRM insights, technologies and best practice and will work closely with many teams including Technology, Customer Insights, Global Development, Brand Marketing, Trade Marketing, other Performance Marketing teams, Creative and Editorial. The role will cover our newness, propositions and promo-related marketing communications as well our triggered communications and encompass end-to-end involvement with planning through to implementation and reporting.They will report to a CRM Manager.The responsibilities will include but are not limited to:

• Be accountable for the day-to-day production of multi-channel communications ensuring they are delivered timely to the highest standard. This entails scoping the initial requirements and briefing the creative and content teams, data mining, audience building, deployment and QA, and reporting.
• Troubleshooting and highlighting areas of the process which could be improved to make the creation and deployment of communications more efficient and automated.
• Identifying new opportunities for automated CRM programmes: sourcing and integrating the data, briefing the CRM Studio in the creative requirements and working with a CRM Manager to get dynamic and measurable programs live.
• Investigating queries referred to CRM by Customer Care relating to accounts, orders, communications preferences etc
• Build solid relationships with cross functional teams in the Marketing department to enable the successful delivery of the Marketing vision
• Deep dive into past campaigns and key trading moments to appreciate the CRM performance of each piece of activity and based on this, make recommendations as to how to build on the results for the next iteration
• Support the CRM Manager in developing and evaluating test and learn strategies, in both trade led and lifecycle comms, to optimise effectiveness; feeding all insights gained from regular reporting back to create a continuous process of testing and refinement.
• Support the CRM Manager in developing a multi-touch, multi-channel communications strategy spanning emails,SMS, push notifications, digital marketing channels and other channels.

What success looks like:

• A really solid grasp of ASOS’ CRM toolset and processes
• Identifying more efficient ways to carry out existing tasks
• Demonstrable and continual improvement of CRM KPI’s against control groups
• More personalised, dynamic and relevant communications
• Understand multiple market variances
• High standard of work produced in a fast-paced environment
• Seen as a trusted and well-informed ambassador for the CRM team

Skills and experience you will need:

• Previous experience within a CRM role at an agency or retailer
• Deployment experience in an email broadcast tools e.g. Responsys, Exact Target, Adobe Campaign
• An understanding of basic HTML
• An analytical, proactive and flexible approach
• The ability to work under own initiative and thrive in a fast paced environment
• Must multi-task effectively
• Excellent communication and stakeholder management skills, with the ability to convey clearly, effectively and appropriately with colleagues, suppliers and others at all levels
• Able to effectively prioritise workload
• Experience trouble shooting and solving difficult and sometimes technical problems
• Strong attention to detail, quality and accuracy imperative
• A can-do attitude