Senior Customer Care Experience Manager
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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.
The Details
- 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.
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.
BeneFITS’
- 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.
Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.