Senior Product Manager – Customer Experience

Company Description

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.  

But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.  

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.  

Job Description

About the Role 

We are looking for an experienced Senior Product Manager to shape the strategy, development, and optimisation of customer-facing digital experiences that improve engagement, conversion, retention, loyalty, and overall customer satisfaction. 

As part of a cross-functional product organisation, you will work closely with Engineering, Design, Brand, Operations, Data, Marketing, and Commercial teams to identify customer needs, simplify complex journeys, and deliver measurable business outcomes. 

Our Customer Experience team is focused on creating a more immersive, personalised shopping experience across key customer journeys and surfaces. It focuses on making discovery easier, shopping more inspirational, and the experience more frictionless, with recent releases introducing a more immersive homepage, brand storytelling capabilities, community-powered content, and more. The team is prioritising innovation, aiming to lead the market with advanced features such as Virtual Try-On and the ASOS app for ChatGPT. The programme is highly impact-led, using experimentation and data to continuously validate, learn and iterate. 

This role would suit someone who can balance strategic thinking with hands-on execution, using customer insights, behavioural data, and experimentation to continuously improve customer experiences across the ASOS app and web. 

Key Responsibilities 

• Define and own the product vision, strategy, and roadmap for Customer Experience products and experiences. 
• Create engaging, high-quality customer experiences that increase conversion, strengthen retention, and drive sustainable revenue growth. 
• Identify opportunities through customer research, behavioural analytics, customer feedback, and data-driven insights. 
• Partner with Brand, Operations, Engineering, Design, Data, Marketing, and Commercial teams to prioritise initiatives that improve customer outcomes. 
• Lead the development of customer experience capabilities, including personalised journeys, customer communications, content experiences, loyalty initiatives, digital engagement features, and omnichannel experiences. 
• Foster a culture of experimentation through A/B testing, customer feedback, analytics, and continuous optimisation. 
• Champion intuitive, accessible, and customer-first digital experiences across every stage of the customer journey. 
• Define success metrics and monitor product performance through customer satisfaction, engagement, conversion, retention, loyalty, and commercial KPIs. 
• Build business cases and align stakeholders around product strategy, priorities, and measurable outcomes. 
• Balance customer needs, business value, commercial impact, and technical feasibility when prioritising product investments. 
• Identify opportunities to improve customer experiences through AI, automation, personalisation, workflow optimisation, and scalable digital capabilities. 
• Lead products from discovery and delivery through launch, adoption, and continuous improvement. 

Qualifications

Experience & Background 

We're interested in people who can demonstrate many of the following: 

• Proven experience as a Product Manager or Senior Product Manager within a customer-focused digital environment. 
• A track record of delivering impactful and delightful customer-facing digital products and features. 
• Experience building and scaling customer-facing products across web and mobile platforms, ideally across the ASOS app and web. 
• Strong understanding of customer journeys, user experience principles, and digital customer experiences. 
• Strong analytical skills, with the ability to use customer data, behavioural analytics, and experimentation to inform product decisions. 
• Experience working in Agile product development environments and collaborating with cross-functional teams. 
• Experience influencing senior stakeholders across Product, Engineering, Brand, Operations, and Commercial functions. 
• Strong communication, presentation, and stakeholder management skills. 
• Ability to navigate complex environments and translate strategy into delivery. 
• Experience in retail, e-commerce, or the fashion industry would be beneficial but is not essential. 
• Experience with experimentation and analytics tools such as Mixpanel, Optimizely, Power BI, or similar platforms. 

Skills & Competencies 

• Customer-first mindset. 
• Strategic thinking and commercial awareness. 
• Product discovery and experimentation. 
• Data-informed decision making. 
• Strong stakeholder management and influencing skills. 
• Prioritisation and delivery focus. 
• Strong communication and collaboration skills. 
• Ability to lead through influence across cross-functional teams. 
• Proactive and driven, with a willingness to do what it takes to move things forward. 
• Self-starter who is comfortable working independently and not afraid to challenge the status quo or push boundaries. 
• Passion for creating impactful and delightful customer experiences and delivering measurable business impact. 

Additional Information

BeneFITS’ 

• Employee discount (hello ASOS discount!) 
• Employee sample sales 
• 25 days paid annual leave + an extra celebration day for a special moment 
• Discretionary bonus scheme 
• Private medical care scheme 
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits 
• Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role