At a Glance
- Tasks: Lead exciting projects to enhance customer care and experience at ASOS.
- Company: Join ASOS, a global fashion retailer that celebrates individuality and creativity.
- Benefits: Enjoy employee discounts, personal development opportunities, and flexible benefits.
- Other info: Collaborative office culture with excellent career growth potential.
- Why this job: Make a real impact on customer experience while working in a dynamic team.
- Qualifications: Project management skills and a passion for customer-centric solutions.
The predicted salary is between 40000 - 50000 £ 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.
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.
About the role
- 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 three 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
- 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
What’s in it for you?
- Employee discount (hello ASOS discount!)
- ASOS Develops (personal development opportunities across the business)
- Employee sample sales
- Access to a huge range of LinkedIn learning materials
- 25 days paid annual leave + an extra celebration day
- Discretionary performance related bonus scheme
- Private medical care scheme
- Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
Project Manager - Customer Care & Experience (Mat Cover) in Watford employer: ASOS.com
At ASOS, we pride ourselves on being an inclusive and dynamic workplace where creativity thrives and every employee is encouraged to be their authentic self. As a Project Manager in Customer Care & Experience, you'll not only play a pivotal role in transforming our customer service but also benefit from a supportive culture that champions personal development, offers generous annual leave, and provides access to exclusive employee discounts and learning resources. Join us in our vibrant office environment, where collaboration and innovation are at the heart of everything we do.
StudySmarter Expert Advice🤫
We think this is how you could land Project Manager - Customer Care & Experience (Mat Cover) in Watford
✨Tip Number 1
Network like a pro! Reach out to current ASOS employees on LinkedIn or at industry events. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing ASOS inside out. Familiarise yourself with their customer care initiatives and think about how your project management skills can help them achieve their goals. Show them you’re not just another candidate!
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. This will help you articulate your past experiences clearly and demonstrate how you’ve tackled challenges in project management.
✨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 family.
We think you need these skills to ace Project Manager - Customer Care & Experience (Mat Cover) in Watford
Some tips for your application 🫡
Be Yourself:At ASOS, we want you to show up as your true self. Don’t be afraid to let your personality shine through in your application. Share your unique experiences and how they relate to the role – it’s all about being authentic!
Tailor Your Application:Make sure to customise your CV and cover letter for the Project Manager role. Highlight your project management experience, especially in customer care, and how you’ve successfully led teams to achieve objectives. We love seeing relevant examples!
Showcase Your Skills:We’re looking for someone with strong communication and problem-solving skills. Use your application to demonstrate these abilities. Whether it’s through specific projects or challenges you’ve faced, make it clear how you can contribute to our customer-centric goals.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at ASOS.com
✨Know Your Project Management Methodologies
Make sure you brush up on Agile, Scrum, and Waterfall methodologies before your interview. ASOS is looking for someone who can apply these best practices daily, so be ready to discuss how you've used them in past projects.
✨Showcase Your Customer-Centric Approach
Since the role focuses on enhancing customer experience, prepare examples that highlight your ability to put customers first. Think about specific initiatives you've led that improved customer satisfaction or engagement.
✨Be Ready to Discuss Risk Management
ASOS values proactive risk management, so come prepared with examples of how you've identified and mitigated risks in previous projects. Be clear about the steps you took and the outcomes of those actions.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role, especially when managing stakeholders. Practice articulating your thoughts clearly and confidently, and be ready to discuss how you've facilitated communication across teams in the past.
