Senior Customer Care Manager

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.

The Senior Customer Care Experience Manager is a critical leadership role in delivering the Customer Care strategy and wider ASOS customer experience goals. The role holder will oversee our customer journey design and measurement through leadership of Customer Journey Managers, alongside this engaging our frontline customer care teams through leadership of our Continuous Improvement team.

The role holder will operate ‘end to end’ and work cross-functionally to define and deliver best in class customer experiences and be a critical lead in turning the customer care strategy into tangible strategic focus areas and deliverables.

• Work closely with the Head of Customer Care Experience and Transformation to define the ASOS target ‘service experience’ looking at end to end customer journeys.
• Lead cross functional teams to break the target experience down into deliverables across multiple streams of delivery.
• Work with the Senior Leadership Team to take strategic KPI’s and break KPI’s down to deliverables
• Closely collaborate with wider business stakeholders, in particular customer strategy, product and technology to define target experiences and develop a product and change roadmap to deliver best in class experiences.
• A strong and influential leader who represents the customer voice in key forums and recognised as a go to person for customer impacting business initiatives.
• Lead customer care’s continuous improvement plans, including ways of working and priorities, working cross functionally to drive both customer experience and efficiency/value-based improvements.
• Lead, inspire and motivate a broad team of customer journey and continuous improvement professionals to define and importantly deliver CX and value based improvements.
• Be a sponsor and shaper of the case for change when it comes to delivering the target service experience for ASOS balancing creating strong story’s with developing detailed business cases to support gaining buy in to critical change and where required, business investment.
• 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

• We are looking for somebody who is a seasoned customer experience fanatic.
• You will be experienced in delivering large scale and more tactical improvements to Customer Experience.
• You will be experienced in leading cross functional delivery teams.
• You will be a seasoned customer strategist who can think big as well as execute on the fly.
• Familiar in agile methodologies as well as the product life cycle.
• You will be able to communicate to all levels of hierarchy in an organisation, lead through doing whilst also being able to deliver through others.
• You will be familiar with using technology to drive improvements including but not limited to automation and AI.
• You will be seasoned in using self-serve solutions and experience design to drive both efficiencies as well improvements in the ASOS customer experience.
• A keen eye on customer experience strategy development and alignment with broader business strategy and priorities
• Significant experience in eCommerce/digital, ideally in building new customer experiences.
• Someone who is connected to what’s happening externally and has their finger on the pulse when it comes to customer experience and customer service operations trends.

• Employee discount (hello ASOS discount!)
• Employee sample sales
• 25 days paid annual leave + an extra celebration day for a special moment
• Performance related bonus
• Private medical care scheme
• Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.

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