PROJECT MANAGER

Job title:  Project Manager

LOCATION: Leavesden     

Department: Customer Change

Career Level: Guide

Structure: Reports to Senior Programme Manager

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:

1. Customer experience strategy & management

2. Continuous improvement management & operational readiness

3. Change Management, PMO, Strategy & 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 Project Manager is responsible for the successful delivery of multiple projects aligned to adding value in support of our Customer Care strategy.

The Project Manager will take full responsibility for the shaping up and delivery of projects within CC. They will plan and co-ordinate activities to manage and implement a project from initiation phase through to launch and benefits realisation. The role will be responsible for evaluating any operational cost and managing risks and issues effectively.
 

The role will ensure that 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. The project manager will also support our change function on project management best practices and methodologies on a day-to-day basis.

What you’ll be doing:

• Delivery: Shape, own and be accountable for all elements of the delivery plan, ensuring the team have alignment with clear scope/objectives across all colleagues involved in the project(s).
• Support the Team: Actively monitor and help unblock risks/issues to ensure the team have everything they need to effectively deliver their work.
• Coordination: Facilitate daily stand-up(s) for the team to ensure inter-team alignment with a clear focus on delivery and outcomes to meet the project delivery plan.
• Financial Management: Extrapolate resourcing requirements from project estimations to help forecast costs and plan budgets.
• Stakeholder Management: Use the appropriate channels and language to ensure that stakeholders always feel up to date with progress, issues and risks. Produce reporting on all projects you are managing and give status updates to senior leadership at programme boards and steering committees
• Quality Management: Ensure the result of an outcome meets the needs for which the project was executed; includes quality planning, assurance, and control. Ensure all cycles of testing are undertaken and defects managed in accordance with agreed priorities.
• Risk Management: Identify and assess project risks, communicating them to respective stakeholders to ensure mitigation plans are put in place.
• Change Management: Working with the PMO to successfully roll out changes into front line operations following internal runbooks and ELS processes.
• Benefits Management: Measure project performance to identify areas for improvement before closing the project lifecycle.

We’d love to meet, someone with…

Essential      

• Experience in delivering large scale contact centre changes, both technical and operational.
• Experience in working closely with senior stakeholders to manage change and ensure expectations are clear at all times.
• Excellent communication skills, with the ability to engage and influence stakeholders across all levels and functions, internally and externally

Desirable

• Significant business transformation experience (including experience across different methodologies inc. waterfall and agile (Prince 2/APMG qualification preferable).

• Online Retail/Contact Centre sector background preferable.
• Strong analytical skills, data driven and can use it to understand expected impact on change.

Company values / culture

• Outcome and delivery focused.
• Thrives in a fast paced, agile environment with proven ability of managing competing priorities.
• Confident decision maker and communicator to lead cross functional teams
• Flexible in approach to deliver project outcomes in a timely manner

What’s in it for you?

• Competitive salary
• Life insurance, free private medical care, ride to work scheme + more 
• A bespoke flexible benefits scheme catered to you 
• Best in class Learning & Development schemes and career development programmes 
• 25 days holiday + never work on your birthday again! 
• Free modern onsite gym, plus personal training and wellness rooms 
• A dynamic social environment, from company-wide sports days, charity days & company-wide celebrations to name just a few 
• Staff discounts and sample sales