Partner Performance Lead

Job Description

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

As Partner Performance Lead, you will play a critical role in driving operational excellence across ASOS’s Customer Care Outsource Partners. Reporting to the Senior Outsource Partner Manager, you will be responsible for monitoring, analysing, and improving partner performance delivering an industry leading Customer Experience to all ASOS Customers.

You will work closely with internal teams and external partners to ensure service levels, quality standards, and customer satisfaction targets are consistently met. With a data-driven mindset and a passion for continuous improvement, you will help shape the way ASOS delivers care to millions of customers globally.

The Details

Performance Management

• Monitor daily, weekly, and monthly performance metrics across all partners, including CRR, tNPS, QA scores, and productivity.
• Conduct root cause analysis and performance deep-dives to identify trends, gaps, and opportunities.
• Collaborate with QA, Complaints and Customer Operations and Service Excellence Hub teams to ensure feedback loops are embedded and acted upon.
• Embed the Inhouse Customer Innovation Lab and playbooks as a benchmark for offshore delivery.
• Support the delivery of continuous improvement initiatives to reduce repeat contacts and improve first-time resolution.
• Work alongside Partner Operations teams to ensure consistent delivery against SLAs and KPIs.
• Participate in regular operational check-ins and monthly business reviews (MBRs), providing insights and recommendations.

Operational Support and Engagement

• Ensure all Communications and relevant updates are shared and embedded across Partner sites
• Support any change initiatives, ensuring readiness and alignment with ASOS standards.
• Manage operational escalations, working with internal stakeholders and partner teams to resolve issues promptly and effectively.
• Coordinate with internal teams such as Planning, Training, and Quality to ensure partners are equipped with the tools and knowledge needed to succeed.
• Ensure partners are prepared for peak trading periods through capacity planning, readiness assessments, and contingency planning
• Facilitate knowledge sharing and best practice exchange between partner sites to drive consistency and performance.

Collaboration and Culture

• Act as a key liaison between ASOS and partner teams, fostering a collaborative and performance-driven environment.
• Act as a cultural ambassador for ASOS, ensuring our values and tone of voice are consistently represented across all partner interactions.
• Contribute to building a positive and high-performance culture by sharing best practices, celebrating successes, and encouraging continuous learning and development.
• Support partner engagement initiatives such as recognition programs, feedback forums, and cultural exchange activities to strengthen relationships and morale.
• Promote inclusive practices across all partner sites, encouraging diversity, equity, and belonging in day-to-day operations and team culture.

Qualifications

About you

• Experience in customer service operations.
• Experience in vendor management, or BPO environment.
• Comfortable to travel frequently to Partner sites.
• Strong analytical skills with the ability to interpret complex data and translate into actionable insights.
• Familiarity with customer experience metrics, QA frameworks, and performance management tools.
• Excellent communication and stakeholder engagement skills.
• Comfortable working in a fast-paced, multi-partner environment with a focus on continuous improvement.

Additional Information

BeneFITS’

• Employee discount (hello ASOS discount!)
• Employee sample sales
• 25 days paid annual leave + an extra celebration day for a special moment
• Private medical care scheme
• Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us
• 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.