Senior Portfolio Manager - Customer Care

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Company Description

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.

But how are we showing up? We're proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

Job Description

About the Team

The Customer Improvement & 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. ASOS growth change demand, PMO & operations change delivery
4. CC strategy transformation & delivery

The Details

The Senior Portfolio Manager is responsible for leading the Change Delivery team to deliver all change activities that support the wider ASOS strategic goals that impact CC. You'll provide support and guidance to support the teams in successfully delivering change into our frontline operations, both internal and outsourced.

Key to this role is understanding the holistic view of all change impacting CC, and you'll oversee the central change roadmap for strategic and BAU change. You will build a strong governance structure across the whole of the CC portfolio of change to provide visibility enabling key decisions based on prioritisation, capacity, dependencies and project risk.

On behalf of CC, you will be the representative for surfacing the impact of wider business changes at various forums. The role is accountable for representing the voice of the CC Operation to the wider business ensuring the right level of consideration and impact has been understood.

It is crucial that this role supports CC to provide one view of our priority to key delivery partners, to ensure accountability on what is needed to drive delivery at pace for CC.

You'll also be supporting our culture by championing Diversity, Equity & Inclusion strategies.

Qualifications

About You

• Excellent relationship management with an ability to manage expectations at a senior level and challenge where needed.
• Experience with portfolio governance, prioritisation, and resource planning.
• Experience in working within a complex matrixed organisation at portfolio level.
• Qualified Practitioner in Change Management/Project Management.
• Experience working in fast-paced waterfall and agile project environments, across multiple concurrent complex projects.
• Proven experience working in contact centre environments and working as part of cross functional delivery teams.
• Empathetic to differing and sometimes conflicting needs of stakeholders.
• Data driven and can use data to understand the impact of change on CC.
• Can work with both business and technical delivery teams.
• High attention to detail and proven ability to manage competing priorities.
• The ability to multi-task and flex your approach depending on business priorities.
• Excellent interpersonal and influencing skills with the ability to bridge knowledge-gaps.

Additional Information

BeneFITS'

• 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 for a special moment
• Discretionary bonus scheme
• Private medical care scheme
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.