Our mission is to become the world’s number-one online shopping destination for fashion-loving 20-somethings.
ASOS is a unique, multi-platform experience that truly resonates with the people who use it, because it’s built by them. It’s a place to develop your own style and be inspired… and, of course, to shop.
When we say retail doesn’t get much more innovative than this, we mean it. From our designers and photographers to customer advisors and tech specialists, we’re entrepreneurs from start to finish.
We’re forever pushing boundaries and breaking barriers in our quest to be the no.1 online fashion destination in the world. We’re authentic, brave and creative in everything we do. We wouldn’t be where we are today without embracing those values
WHY CUSTOMER CARE?
Customer Care makes up almost one third of ASOS’s ever expanding workforce. We’re here to love our customers in the right language, through the right channel, at the right time, 24hrs a day, 7 days a week.
We believe our customers deserve exceptional service at all times. They are at the heart of everything we do, which means that we try to get things right first time, every time. We’re 24/7, truly global and well on our way to becoming an omni-channel Contact Centre. We’re a passionate, friendly bunch and thrive in our ever-changing business.
ABOUT THE TEAM
Our Customer Care vision is to deliver a frictionless service proposition, whereby through locally relevant, digital first interactions, we deliver truly value-led experiences. The quality of our Customer Care and the after-care experience is core to our brand proposition. This is underpinned by our Customer Experience Principles which are fundamental to our transformational journey. Our principles guide us in what our “fashion-loving twenty-somethings” care about the most when it comes to help and support and are embedded in everything that we do.
The Customer Change function sits within Customer Care (CC) and is the conduit for all change affecting Customer Care. We forge strong, lasting working relationships with key partners within CC and across the wider ASOS organisation to manage and deliver change and transformation. The current areas of responsibility across Customer Change include:
Customer experience strategy & management Continuous improvement management & operational readiness ASOS growth change demand, PMO & operations change delivery CC strategy transformation & delivery
We review change end to end, from design through to post implementation, using a controlled impact assessment process to evaluate change with considerations to our customers, people, technology, and processes. We work hard to push the CC strategic change agenda, prioritising and delivering with our partners across the business as well as controlling and governing change which is generated elsewhere from the wider business. We have a defined process to manage all change regardless of where it originates and where needed, we provide governance and management through project professionals who track and deliver change based on the full project lifecycle.
The PMO Lead is responsible for maintaining our change governance framework and project documentation, working to continuously improve this, as we deliver on our strategic vision for Customer Care.
The PMO lead will take responsibility for owning our overarching delivery roadmap, working with our Programme Managers and Senior Leadership Team to ensure the governance and documentation in place is fit for purpose, whilst maintaining a pragmatic delivery approach in a fast-paced environment.
The role will work to standardise our change processes and tools to keep consistency in our project delivery. They will work with new change initiators to Impact assess, ensuring they are aligned to our strategy and given the right level of support.
What you’ll be doing…
We’d love to meet, someone with…
There are loads of great things about working for ASOS, including: