Head of Customer Experience

Head of Customer Experience

Head of Customer Experience

Job Overview

London, England
Job Type
Full Time Job
Job ID
Date Posted
9 months ago
Alice Lidze
Job Views

Job Description


This newly-created role will lead on the global End-to-End Customer Experience strategy and execution, in order to maximise the number of customers and Customer Lifetime Value. In this role, you will guide cross-functional development and management of a compelling and seamless customer experience, that supports the company’s strategic and commercial goals. You will be able to build a light-touch team to support you. This role will work closely with multiple cross-functional teams, with key stakeholders being Commercial, Digital, Marketing, Supply Chain and Logistics, Customer Care, Finance, Customer Insight.


Our approach to Marketing has a few defining characteristics – an obsession with our customers, belief in the power of creativity, an investment mindset, a ‘full funnel’ philosophy, and a belief in evidence-based decisions.

We reach our audience through various means to grow ASOS as a definitive fashion destination for 20-somethings around the world.

As a key part of our end-to-end customer experience management, ASOS marketing covers a breadth of tactics, stretching across loyalty marketing, culturally relevant brand content, pay-for-performance marketing, local trade marketing, broad reach advertising, and influencer marketing to name a few. We utilise several measurement practices, but primarily rely on continual controlled experiments as our primary ‘source of truth’ in measuring marketing investment return.

Our teams and activities align and integrate cross-functionally with shared objectives to manage autonomous teams. And of course, we strive to leverage continually evolve pushing outside industry convention through creative experimentation, marketing tech, and advanced data applications.

You will … 

  • Measure CX. Confirm and establish measurement and review of E2E CX indicators on a regular basis with senior stakeholders of each function and agree actions to close performance gaps and drive customer—centric joined-up decision-making

  • Define CX and customer offer. Develop a target coherent customer experience across touch-points and customer propositions that will strengthen ASOS’ position as a lifestyle destination for fashion-loving 20s something 

  • Operationalise strategic priorities. Translate high-level strategic priorities and opportunities into structured projects with clear financials and action plans for key functions

  • Manage mission teams. For high-caliber cross-functional projects, manage mission teams to ensure fast realisation of the value for customers through clear OKRs, stakeholder alignment, pragmatic execution including piloting/experimentation and effective roll-out

  • Track implementation. Establish a Quarterly governance with Execs to report on progress of key missions, CX KPIs along with Directors of key functions

We’d love to meet, someone with…

  • Exceptional analytical and problem-solving skills, critical thinking

  • Experience of project-management in large-scale organisations with digital mindset and/or consulting experience

  • Proven track record of managing and influencing a group of diverse stakeholders at different levels of organisation, internal and external collaboration

  • Ability to communicate complex concepts in a structured, simple way

  • Self-initiative and ability to deal with ambiguity

  • Bachelor's degree; or Advanced graduate degree (e.g., MBA, PhD, etc.)

What's in it for you?

  • Competitive salary, bonus and pension matching

  • Life insurance, free private medical care, cycle to work scheme + more

  • A bespoke flexible benefits scheme catered to you

  • Best in class Learning & Development schemes and career development programmes

  • 25 days holiday + never work on your birthday again!

  • Free modern onsite gym, plus personal training and wellness rooms

  • A dynamic social environment, from company-wide sports days, charity days, ‘Give A Week Away’ opportunities to visit our charity partners in India & company-wide celebrations to name just a few

  • Huge staff discounts and sample sales

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