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.
The Role:
The CRM Executive will help to develop and deliver ASOS's CRM strategy across various customer touch points which include but are not limited to email, SMS, push, in-app and on-site. 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.
This CRM Executive role will have a large focus on Quality Assurance ensuring that all of the ASOS communications go out as planned and so it is crucial that this person has an excellent eye for detail. The role will also lead in developing our QA strategies in order to automate as much as possible and reduce errors from the source, as well as firming up areas that do need a persons thorough QA.
They will report to a CRM Manager.
What you'll be doing...
Accountable for the day-to-day production of multi-channel customer communications ensuring they are delivered timely to the highest standard. This entails scoping the initial requirements and briefing the creative and content teams, audience building, deployment, and reporting.
Report on and analyse channel performance and campaigns in line with key trade moments and industry knowledge. Use insight to recommend improvements that drive growth.
Build solid relationships with cross functional teams in the Customer Growth department to enable the successful delivery of the CRM strategy.
Deploy campaigns, build audiences and automated campaigns through ESP (Braze) and CDP (Simon Data).
Accountable for the QA of communications
Troubleshooting and highlighting areas of the process which could be improved to make the creation and delivery of communications more efficient and automated.
What success looks like...
A really solid grasp of ASOS' CRM tech stack and processes
Identifying more efficient ways to carry out existing tasks
Deliver high quality campaigns across multiple customer touchpoints
Understand multiple market variances and working with language translations
Ability to multi-task and prioritise in a fast-paced environment
Seen as a trusted and well-informed ambassador for the CRM team
We'd love to meet someone with...
Previous experience within a CRM role at an agency or retailer
Previous experience with quality assurance
Previous experience using Braze ESP as a plus
Ability to build campaigns and audiences across CRM tech stack
An understanding of HTML and liquid language to personalise communications
High interest in technical aspects of CRM (data migration, automation, segmentation)
Experience with AI integration as a plus
Strong attention to detail, quality and accuracy
An analytical, proactive and flexible approach
The ability to work under own initiative and thrive in a fast paced environment
Excellent communication and interpersonal skills, with the ability to communicate clearly, effectively and appropriately with colleagues, suppliers and others at all levels
Experience trouble shooting and solving difficult and sometimes technical problems
A can-do attitude
Whats in it for you?
