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- Tasks: Lead change initiatives to enhance customer care and support ASOS's strategic goals.
- Company: Join ASOS, a global fashion retailer that celebrates individuality and creativity.
- Benefits: Enjoy employee discounts, 25 days leave, private medical care, and performance bonuses.
- Why this job: Make a real impact by driving change in a dynamic and inclusive environment.
- Qualifications: Experience in change management and contact centre operations preferred.
- Other info: Collaborative culture with opportunities for personal growth and development.
The predicted salary is between 36000 - 60000 £ per year.
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.
The Change Manager is responsible for leading the Change Delivery team to deliver change activities that support the wider ASOS strategic goals which impact customer care. You’ll provide support within the Customer Experience and Transformation function and wider Customer Care (CC) teams, guiding and supporting the teams in successfully delivering change into our frontline operations, both internal and outsourced.
You will work closely with management across customer care as well as but not limited to the Senior Delivery Manager and Change Partners in our outsourced estate to ensure all change to hit the frontline is appropriately assessed and operationally ready. Key to this role is understanding the holistic view of all change impacting our operation in CC, you’ll oversee the change roadmap for business strategic and BAU change. You will oversee the governance structure across the whole of the Customer Care portfolio of change to provide visibility enabling key decisions based on prioritisation, capacity, dependencies and project risk. You will support in the ideation & mobilisation of trimester, and year delivery plans to enable the strategy.
Delivering change management efforts for multiple initiatives within the portfolio including, but not limited to, activities such as:
- Stakeholder Maps / Change Impact Assessments
- Change Plans and strategy
- Communications plans
- Operational Business readiness assessments
- Adoption tracking and methods for reinforcing change
- Training and delivery schedules
Support in the optimisation of Change Management ways of working, adapting to adoption of change. Developing and maintaining strong working relations with senior management across business areas and with key internal and external stakeholders. Supporting in developing and leading steer co.’s as necessary. Represent Customer Care to the rest of the business at various forums to ensure change lands effectively. Championing and fostering a culture of continuous improvement across the business with a focus on developing change capability both within the CX and Transformation function and customer care and being the face of Change to the wider business. 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:
- Experience or training in change management methodologies (e.g., Prosci) would be preferable
- Contact Centre Experience specifically within an operational readiness and / or change team
- Experience of implementing change methodologies
- Action orientated with the ability to balance short term results with longer term strategy
- Ability to influence at levels across an organisation driving change practice
- Comfortable working with ambiguity and to tight deadlines
- Experience of working in complex environments
- Experience of working within a broader change and transformation programme would be a bonus
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.
Change Manager in Watford employer: ASOS.com
Contact Detail:
ASOS.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Change Manager in Watford
✨Tip Number 1
Network like a pro! Reach out to current ASOS employees on LinkedIn or at events. Ask them about their experiences and any tips they might have for landing a role in Change Management. Personal connections can make all the difference!
✨Tip Number 2
Prepare for your interview by understanding ASOS's culture and values. Familiarise yourself with their commitment to diversity and inclusion, and think about how you can contribute to that. Show them you’re not just a fit for the role, but for the company too!
✨Tip Number 3
Practice your change management scenarios! Be ready to discuss how you've handled change in the past, especially in customer care settings. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep it relevant.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the ASOS team!
We think you need these skills to ace Change Manager in Watford
Some tips for your application 🫡
Be Yourself: At ASOS, we want to see the real you! Don’t be afraid to let your personality shine through in your application. Share your unique experiences and how they relate to the Change Manager role.
Tailor Your Application: Make sure to customise your CV and cover letter for the Change Manager position. Highlight your relevant experience in change management and customer care, and show us how you can contribute to our strategic goals.
Showcase Your Skills: We’re looking for someone who can influence and drive change. Use your application to demonstrate your skills in stakeholder management, operational readiness, and any change methodologies you’ve used. Give us examples!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows us you’re keen on joining the ASOS family!
How to prepare for a job interview at ASOS.com
✨Know Your Change Management Stuff
Make sure you brush up on change management methodologies like Prosci. Be ready to discuss how you've applied these in past roles, especially in contact centre environments. This shows you're not just familiar with the theory but can also put it into practice.
✨Show Off Your Stakeholder Skills
Prepare examples of how you've successfully engaged with stakeholders at various levels. ASOS values strong relationships, so be ready to talk about how you've influenced decisions and navigated complex environments to drive change.
✨Embrace the Ambiguity
Change often comes with uncertainty, so be prepared to discuss how you've handled tight deadlines and ambiguous situations. Share specific instances where you thrived under pressure and delivered results, as this will resonate well with the team.
✨Champion Diversity and Inclusion
ASOS is committed to diversity, equity, and inclusion, so think about how you've contributed to these values in your previous roles. Be ready to share your thoughts on fostering an inclusive culture and how you can bring that mindset to the Change Manager position.
