CRM Executive (Lifecycle & Campaign Operations) TOPSHOP & TOPMAN
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We're ASOS, the online retailer for fashion lovers all around the world.
We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgement, and channel your creativity into a platform used by millions.
Everyone needs some help showing up as their best self. We're Disability Confident Committed - let our Talent team know if you need any reasonable adjustments throughout the recruitment process.
TOPSHOP and TOPMAN are iconic British fashion brands with 60 years of heritage. Headquartered in London, the Brands have over 2 million customers across the globe through the ASOS platform and generate brand sales of c200m. Our mission is to unlock the best of fashion for everyone, with creativity and innovation at our core.
Following the formation of a Joint Venture between ASOS and HEARTLAND in October 2024, ASOS created a standalone cross-functional team within ASOS which is dedicated to unlocking the huge growth potential of the TOPSHOP and TOPMAN brands. The brands will now benefit from ASOS infrastructure and resources while enjoying the creative freedom and agility of standalone brands.
The next 12 months for TOPSHOP and TOPMAN will see the expansion of the brands offline and online retail presence with the launch of Topshop.com and new wholesale partnerships.
We’re hiring a CRM Executive to help grow the TOPSHOP & TOPMAN CRM channel with a focus on Topshop.com. This is a hands-on, delivery-focused role for someone who enjoys building, QA-ing and optimising CRM campaigns and automated journeys, while helping put processes and reporting in place as we scale. The role will report directly to the Head of Performance & Insights.
You’ll support BAU sends and help roll out several high-impact lifecycle journeys (e.g., Welcome, Back in Stock, Price Drop) with the right targeting, governance and measurement
The Details
Campaign build & delivery
- Build, schedule and QA email (and where relevant push/in-app) campaigns in Braze, aligned to the TOPSHOP/TOPMAN trading calendar.
- Set up audiences using commercially-relevant segmentation logic (e.g., engaged vs lapsed, customer groups, product interest where available) and ensure correct suppression/exclusions.
- Own pre-send QA (links, rendering, targeting checks, tracking) and post-send checks, escalating issues quickly.
Support lifecycle journeys & product triggers
- Help maintain and iterate Welcome/onboarding activity (content swaps, timing tweaks, simple tests).
- Support rollout/BAU of key product lifecycle triggers such as Back in Stock, Price Drop, Low in Stock (build support, QA, reporting checks) — you won’t be expected to design the whole tech solution, but you will help operationalise it in-platform.
Reporting & optimisation
- Produce a weekly view of performance (send volume, engagement, conversions / revenue where available) and capture learnings.
- Help keep campaign naming and tagging consistent so reporting is usable (you’ll be given guidelines; you’ll help enforce them).
- Develop an A/B testing pipeline to optimise performance (subject lines, creative, timing) and summarise outcomes.
Help us build the channel
- Help document and improve simple CRM ways of working: build checklists, QA checklist, campaign request intake, and a comms calendar view.
- Support foundational initiatives that are already on the roadmap by being the operational partner: testing, validating outputs, and feeding back issues.
- Supporting our culture by championing Diversity, Equity & Inclusion strategies.
We believe being together in person helps us move faster, connect more deeply, and achieve more as a team. That’s why our approach to working together includes spending at least 3 days a week in the office. It’s a rhythm that speeds up decision-making, helps ASOSers learn from each other more quickly, and builds the kind of culture where people can grow, create, and succeed.
About You
- Relevant experience in CRM / email marketing / lifecycle marketing in e-commerce (fashion is a plus).
- Hands-on experience building campaigns and/or flows in a CRM/ESP tool (Braze or Klaviyo are ideal; similar tools acceptable).
- Strong attention to detail: confident running QA and managing deadlines in a fast-moving environment.
- Comfortable working with data at a practical level (segments, interpreting performance, spotting issues).
- Experience supporting lifecycle triggers like Back in Stock / Price Drop / abandoned journeys.
- Familiarity with e-commerce platforms and integrations (Shopify ecosystem awareness).
- Basic HTML/email troubleshooting experience.
BeneFITS’
- Employee discount (hello ASOS discount!)
- Employee sample sales
- 25 days paid annual leave + an extra celebration day for a special moment
- Private medical care scheme
- Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us
- Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.
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