Empowering 20-somethings to look, feel and be their best so they can achieve amazing things

At ASOS our 2,000+ ASOSers are immersed in the creative worlds, live on their mobiles and have a truly entrepreneurial attitude. As a company, we’re not trying to mimic or profit from youth culture – we are part of that youth culture.

There’s nothing that excites us more than finding talent, fuelling it, then letting it fly. Whether it’s developing the careers of our staff or investing in a new tech platform, we love knowing that we truly keep fashion moving forward.

Ultimately, we get excited by interesting individuals and we want to feed this individuality, empowering our people and customers to look, feel and be their best so they can achieve amazing things.

Our customers are at the heart of everything we do, which means that we try to get things right for them first time, every time. We're 24/7, we're multi-channel and we're truly global. All of this means that we strive to make our customer's journey with us something we're proud of. We're an energetic, friendly bunch and we thrive in our ever-changing business. Whether we're reviewing orders, making sure customers are protected when they shop with us or whether it's having a chat with a customer seeking that perfect outfit, we enjoy being a part of the ASOS journey and being a part of its success.

About the Team:

The Formation of the Language Localisation Team in Marketing will be dedicated to providing best in class localisation of content taking into consideration the local nuances with a view of  improving the customer journey from start to finish with clear concise and accurate communication in an ASOS ToV.

Made up of Language Localisation Executives for over 10 languages, they will work together with Customer Care and Marketing to ensure that all stakeholders have access to up to date content and in the ASOS Tone of Voice.

The Role:

•Responsible for driving improved customer self-serve capability and usage for your site.•The creation and maintenance of all  content used both within Customer Care by advisors and across the Help pages. •Your priority will be to review, revise and provide consistency in all external customer facing communication. Ensuring we’re using the capabilities of our systems to the fullest extent.•Interacting with various stakeholders across the business.

Success is:

•A low  % of published errors.•Decrease in customer comments on content•High adherence of copy with ASOS ToV.•High % of customers self-serving and contacts deflected from the contact centre•Good Customer Satisfaction and NPS Scores•Low contacts per order (split by self-serve and advisor assisted service)•Good stakeholder feedback

Responsibilities:

•Creating and maintaining content for your site(s) taking into consideration why customers contact us, how we categorise content and if this works for customers in your markets.•Considering how other sites customers in your markets access are organised and what we might view as best practice for your customers.•Review Glossaries and Style guides connecting Marketing Content, Global Trading, Social and CRM teams.•Support and manage projects that come through localisation team.•Attend meetings with country strategists and content team to discuss local sensitivities•Monitoring the effectiveness of content delivered and learning how each delivery can be improved to increase deflection and customer satisfaction.•You will ensure that Help page content is accurate, up to date and that it is presented in a way that has a local feel whilst maintaining the overall ASOS tone of voice.•Ensuring customer care advisors have accurate and up to date content to use when replying to customers across various contact channels. This includes being an expert in your markets’ business processes.•Ensuring that best practice is shared with fellow Language Localisation Executives. •You will be an expert in the capability of our current systems to provide customer self-service.•Ensuring all relevant legislation, regulation and policies are complied with.•Effectively work with stakeholders both within Customer Care and across the business to ensure content reflects all business change.