Our mission is to become the world’s number-one online shopping destination for fashion-loving 20-somethings.

ASOS is a unique, multi-platform experience that truly resonates with the people who use it, because it’s built by them. It’s a place to develop your own style and be inspired… and, of course, to shop.

WHY ASOS?

When we say retail doesn’t get much more innovative than this, we mean it. From our designers and photographers to customer advisors and tech specialists, we’re entrepreneurs from start to finish.

We’re forever pushing boundaries and breaking barriers in our quest to be the no.1 online fashion destination in the world. We’re authentic, brave and creative in everything we do. We wouldn’t be where we are today without embracing those values

WHY CUSTOMER CARE?

Customer Care makes up almost one third of ASOS’s ever expanding workforce. We’re here to love our customers in the right language, through the right channel, at the right time, 24hrs a day, 7 days a week.

We believe our customers deserve exceptional service at all times. They are at the heart of everything we do, which means that we try to get things right first time, every time. We’re 24/7, truly global and well on our way to becoming an omni-channel Contact Centre. We’re a passionate, friendly bunch and thrive in our ever-changing business.

• We were voted number one in LinkedIn’s Top Companies to work for 2018 list
• 95% of our customer interactions are through digital channels
• We have over 150 teams in Customer Care, creating a lot of opportunities

ABOUT THE TEAM

Our Customer Care vision is to deliver a frictionless service proposition, whereby through locally relevant, digital first interactions, we deliver truly value-led experiences. The quality of our Customer Care and the after-care experience is core to our brand proposition. This is underpinned by our Customer Experience Principles which are fundamental to our transformational journey. Our principles guide us in what our “fashion-loving twenty-somethings” care about the most when it comes to help and support and are embedded in everything that we do.

The Customer Change function sits within Customer Care (CC) and is the conduit for all change affecting Customer Care. We forge strong, lasting working relationships with key partners within CC and across the wider ASOS organisation to manage and deliver change and transformation. The current areas of responsibility across Customer Change include:

Customer experience strategy & management Continuous improvement management & operational readiness ASOS growth change demand, PMO & operations change delivery CC strategy transformation & delivery

We review change end to end, from design through to post implementation, using a controlled impact assessment process to evaluate change with considerations to our customers, people, technology, and processes. We work hard to push the CC strategic change agenda, prioritising and delivering with our partners across the business as well as controlling and governing change which is generated elsewhere from the wider business. We have a defined process to manage all change regardless of where it originates and where needed, we provide governance and management through project professionals who track and deliver change based on the full project lifecycle.

THE ROLE

The PMO Lead is responsible for maintaining our change governance framework and project documentation, working to continuously improve this, as we deliver on our strategic vision for Customer Care.

The PMO lead will take responsibility for owning our overarching delivery roadmap, working with our Programme Managers and Senior Leadership Team to ensure the governance and documentation in place is fit for purpose, whilst maintaining a pragmatic delivery approach in a fast-paced environment.

The role will work to standardise our change processes and tools to keep consistency in our project delivery. They will work with new change initiators to Impact assess, ensuring they are aligned to our strategy and given the right level of support.

What you’ll be doing…

• Working with Change initiators and Programme Managers to impact assess new change requests.
• Collating and distributing a monthly portfolio-wide change report to key stakeholders with latest updates.
• Coordinating project health status reporting and holding project managers to account on a weekly basis.
• Administering our capacity to deliver change versus demand, and facilitate decision making based on this.
• Maintaining our standardised project documentation and toolkit.
• Initiating improvements to the current processes in place to ensure we continue mature in the PMO space.
• Support fortnightly programme updates and steering boards with the relevant project documentation to manage risks, issues and decision making across the portfolio.
• Working with Project Managers and our Finance team to track benefits across all change being delivered.
• Coordinating our regular CC Change reviews, to celebrate our successes and focuses for the next increment of delivery.

We’d love to meet, someone with…

• A minimum of 3 years’ experience working in a PMO environment.
• Experience working in a fast-paced environment, a strong knowledge of contact centre operations is also preferable.
• Excellent interpersonal and communication skills.
• Good attention to detail and time management skills.
• Experience in managing senior stakeholders, with demonstrable risk and issue management
• Experience in implementing PMO / Change management process improvements.

Benefits

There are loads of great things about working for ASOS, including:

• Generous salary, bonus and pension matching
• Great development programmes
• Amazing offices and great culture
• 25 days holiday plus one extra day for your birthday
• Subsidised gym and canteen
• Huge staff discount and regular sample sales
• Life Insurance, medical care, cycle to work scheme
• And tonnes more…