THE ROLE 

Reporting to the Head of Customer Operations, you will be responsible for managing the relationship with ASOS’s Customer Care Outsource Partners. You will have experience of translating a business strategy into actions that can be executed by 3rd party suppliers. Managing the relationships with our Outsource partners is strategically important to all parties and this role involves working with the senior management teams in ASOS Customer Care and our Customer Care Outsource Partners to ‘deliver a customer experience we can be proud of and which our customers deserve’. 

With a Champion/Challenger mindset, you will be looking for ways to improve your partners performance by engaging in regular reviews. You’ll need to be happy to work autonomously and manage your time against your schedule. The way you're behaving incorporates an understanding of our ASOS Values - Authentic, Brave, Creative and Disciplined.  

THE TEAM 

At ASOS, we are committed to delivering amazing products and fashion inspiration to our customers globally. Occasionally, our customers’ needs a little help with this and that is where our Customer Operations team come in. Whenever our customers need our help, we are there for them- whether that is to help them track an order, offer advice about a product, or help them get shopping. Quite simply, we’re customer obsessed, always delivering a customer care experience we can be proud of and our customers deserve. As a team, we speak multiple languages and operate in a live environment doing the best for our customers - resolving their queries first time. We believe in empowering our people and working together as a team to continually develop and improve the experience for customers. 

You will: 

• Review and manage the performance of the Customer Care Outsource Partners based on agreed contractual SLAs and performance measures. 

• Accountable for achieving or exceeding operational KPI targets across ASOS’s Customer Care Outsource Partners. 

• Putting in place a robust and sustainable performance development programme to drive performance across the outsourced operations. 

• Build and develop close working relationships with key stakeholders and senior leadership teams both within the Outsource Partners and ASOS to support a quality service culture. 

• Continuously review the end-to-end customer experience, including systems and processes, with the aim of ensuring that a high level of service is delivered by ASOS’s Customer Care Outsource Partners. As measured by First Contact Resolution (FCR) and Transactional Net Promotor Score (tNPS). 

• Work with the Insights and Analytics and Planning teams to ensure accurate delivery of Insight and reporting in order to support the service delivery of the Outsource partners. 

• Facilitating Continuous improvement, innovation and best in class benchmarking consistently delivering improvements to the quality and value of service delivery. 

• Work with Technology and Support teams to understand and work to remedy any cross functional technology issues. 

• Manage any risk Reward & Recognition across Suppliers and continually analyse attrition. 

• Working with Customer Care Senior Leadership Team (SLT), work to deliver a global operating model that optimises cost, quality, flexibility and builds in adequate global business continuity. 

• Working with the Customer Care Change team to successfully land change across the all partners.  

We’d love to meet, someone with… 

• Proven multi partner outsource management experience within a Customer Care environment. Including: 

• Managing performance across a balanced scorecard 

• Experience in managing costs and budgets. 

• Knowledgeable in Supplier Contracts and Contract management. 

• Strong and demonstrable stakeholder management skills 

• The ability to work and communicate effectively across multiple levels. 

• Passionate and driven with an understanding of what makes great customer service, with a passion to deliver it 

• The flexibility to travel to offshore locations 

• A passion to want to be an ambassador for the ASOS brand, positively applying to our values and behaviours                                                                                                                      

• Ability to analyse data to provide recommendations to improvements on business processes. 

• Desirable to have previous experience of manging Inhouse Operations 

  

Qualifications

We’d love to meet, someone with… 

• Proven multi partner outsource management experience within a Customer Care environment. Including: 

• Managing performance across a balanced scorecard 

• Experience in managing costs and budgets. 

• Knowledgeable in Supplier Contracts and Contract management. 

• Strong and demonstrable stakeholder management skills 

• The ability to work and communicate effectively across multiple levels. 

• Passionate and driven with an understanding of what makes great customer service, with a passion to deliver it 

• The flexibility to travel to offshore locations 

• A passion to want to be an ambassador for the ASOS brand, positively applying to our values and behaviours                                                                                                                      

• Ability to analyse data to provide recommendations to improvements on business processes. 

• Desirable to have previous experience of manging Inhouse Operations