Project Manager Customer Care & Experience

We are currently looking for a Customer Care & Experience Project Manager to drive the delivery of key transformation workstreams and to continue to build an even more customer-centric business. They will add value through supporting the delivery of key initiatives aligned to our Customer Care 3-year plan and wider business strategy. ASOS Customer Care has ambitions to become industry leading in their customer experience and we are looking for a customer centric project manager to help get us there.

As Project Manager the role will ensure that key project milestones and deliverables are met on time and to budget. Project reporting will also be a key part of the role requiring RAG status reports to be produced on a fortnightly basis to feed into programme boards. Theyll be confident in identifying and articulating risks clearly escalating where appropriate and mobilising recovery plans to mitigate future issues. The role requires stakeholder management across multiple teams with varying levels of seniority ensuring alignment clarity and pace throughout the project lifecycle.

They will support both operational and product functions within our Customer Care Product Team applying best practices and project management methodologies on a daily basis to successfully deliver a range of projects and initiatives. This role blends structure and adaptability to ensure projects land successfully and contribute to a best in class customer experience.
 

The Details 

• Develop and maintain comprehensive project plans including timelines milestones and resource allocation
• Lead cross-functional teams motivating and guiding them to achieve project objectives
• Manage project budgets track expenses and optimise resource utilisation
• Identify and mitigate potential risks that may impact project success
• Facilitate effective communication between stakeholders team members and clients
• Monitor project progress provide regular status updates and implement corrective actions when necessary
• Conduct post-project evaluations to identify areas for improvement and apply lessons learned to future projects
• Ensure compliance with company policies industry standards and regulatory requirements
• Foster a culture of innovation and continuous improvement within the project team
• 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. Thats why our approach to working together includes spending at least 3 days a week in the office. Its 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. 

Qualifications :

About you

• Project Management Professional (PMP) certification or equivalent
• Proficiency in project management methodologies such as Agile Scrum and Waterfall
• Strong skills in using project management software (e.g. Microsoft Project Jira Trello)
• Strong Customer/Commercial experience ideally in B2C and familiarity with industry-specific practices and trends (relevant to our companys sector)
• Demonstrated expertise in risk management and stakeholder management
• Outstanding communication and presentation skills
• Strong problem-solving and decision-making abilities
• Ability to lead and motivate cross-functional teams effectively
• Adaptability and willingness to embrace change in a dynamic work environment 

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

Why take our word for it Search #InsideASOS on our socials to see what life at ASOS is like. 

Remote Work :

No

Employment Type :

Full-time