Project Manager - Customer Care & Experience

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.

Responsibilities

• 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
• Support our culture by championing Diversity, Equity & Inclusion strategies

Working Arrangement

Work at least three days a week in the office.

Qualifications

• 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

Benefits

• Employee 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 – you can choose to take it as extra cash or use it toward other benefits
• Opportunity for personalised learning and in‑the‑moment experiences that enable you to thrive and excel in your role

EEO Statement

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.