Project Manager - Customer Care & Experience

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.

Everyone needs some help showing up as their best self. We're Disability Confident Committed - let our Talent team know if you need any reasonable adjustments throughout the recruitment process

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.

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. 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.

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 company's 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.