Job Description
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. They’ll 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.
About the role
1. Develop and maintain comprehensive project plans, including timelines, milestones, and resource allocation
2. Lead cross-functional teams, motivating and guiding them to achieve project objectives
3. Manage project budgets, track expenses, and optimise resource utilisation
4. Identify and mitigate potential risks that may impact project success
5. Facilitate effective communication between stakeholders, team members, and clients
6. Monitor project progress, provide regular status updates, and implement corrective actions when necessary
7. Conduct post-project evaluations to identify areas for improvement and apply lessons learned to future projects
8. Ensure compliance with company policies, industry standards, and regulatory requirements
9. Foster a culture of innovation and continuous improvement within the project team
10. 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 three 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.
Qualifications
About you
11. Project Management Professional (PMP) certification or equivalent
12. Proficiency in project management methodologies such as Agile, Scrum, and Waterfall
13. Strong skills in using project management software (, Microsoft Project, Jira, Trello)
14. Strong Customer/Commercial experience ideally in B2C and familiarity with industry-specific practices and trends (relevant to our company's sector)
15. Demonstrated expertise in risk management and stakeholder management
16. Outstanding communication and presentation skills
17. Strong problem-solving and decision-making abilities
18. Ability to lead and motivate cross-functional teams effectively
19. Adaptability and willingness to embrace change in a dynamic work environment
Additional Information
What’s in it for you?
20. Employee discount (hello ASOS discount!)
21. ASOS Develops (personal development opportunities across the business)
22. Employee sample sales
23. Access to a huge range of LinkedIn learning materials
24. 25 days paid annual leave + an extra celebration day
25. Discretionary performance related bonus scheme
26. Private medical care scheme
27. Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits