As Partner Performance Lead, you will play a critical role in driving operational excellence across ASOSs Customer Care Outsource Partners. Reporting to the Senior Outsource Partner Manager, you will be responsible for monitoring, analysing, and improving partner performance delivering an industry leading Customer Experience to all ASOS Customers.
You will work closely with internal teams and external partners to ensure service levels, quality standards, and customer satisfaction targets are consistently met. With a data-driven mindset and a passion for continuous improvement, you will help shape the way ASOS delivers care to millions of customers globally.
The Details
Performance Management
Monitor daily, weekly, and monthly performance metrics across all partners, including CRR, tNPS, QA scores, and productivity.
Conduct root cause analysis and performance deep-dives to identify trends, gaps, and opportunities.
Collaborate with QA, Complaints and Customer Operations and Service Excellence Hub teams to ensure feedback loops are embedded and acted upon.
Embed the Inhouse Customer Innovation Lab and playbooks as a benchmark for offshore delivery.
Support the delivery of continuous improvement initiatives to reduce repeat contacts and improve first-time resolution.
Work alongside Partner Operations teams to ensure consistent delivery against SLAs and KPIs.
Participate in regular operational check-ins and monthly business reviews (MBRs), providing insights and recommendations.
Operational Support and Engagement
Ensure all Communications and relevant updates are shared and embedded across Partner sites
Support any change initiatives, ensuring readiness and alignment with ASOS standards.
Manage operational escalations, working with internal stakeholders and partner teams to resolve issues promptly and effectively.
Coordinate with internal teams such as Planning, Training, and Quality to ensure partners are equipped with the tools and knowledge needed to succeed.
Ensure partners are prepared for peak trading periods through capacity planning, readiness assessments, and contingency planning
Facilitate knowledge sharing and best practice exchange between partner sites to drive consistency and performance.
Collaboration and Culture
Act as a key liaison between ASOS and partner teams, fostering a collaborative and performance-driven environment.
Act as a cultural ambassador for ASOS, ensuring our values and tone of voice are consistently represented across all partner interactions.
Contribute to building a positive and high-performance culture by sharing best practices, celebrating successes, and encouraging continuous learning and development.
Support partner engagement initiatives such as recognition programs, feedback forums, and cultural exchange activities to strengthen relationships and morale.
Promote inclusive practices across all partner sites, encouraging diversity, equity, and belonging in day-to-day operations and team culture.
/01 Company Description
Were 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, youre free to be your true self without judgement, and channel your creativity into a platform used by millions.
But how are we showing up? Were 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.
/02 Job Qualifications
About you
Experience in customer service operations.
Experience in vendor management, or BPO environment.
Comfortable to travel frequently to Partner sites.
Strong analytical skills with the ability to interpret complex data and translate into actionable insights.
Familiarity with customer experience metrics, QA frameworks, and performance management tools.
Excellent communication and stakeholder engagement skills.
Comfortable working in a fast-paced, multi-partner environment with a focus on continuous improvement.
/03 Additional Info
BeneFITS
Employee discount (hello ASOS discount!)
Employee sample sales
25 days paid annual leave + an extra celebration day for a special moment
Private medical care scheme
Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us
Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.
Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
what our people say
Meet The Team
Meet Christy Hill -
Operations @ ASOS
Meet Denise Finney -
Operations @ ASOS
Meet Ben Rubery -
Operations @ ASOS
Every single day I feel both supported and inspired! The constant flow of creativity within ASOS is contagious. It's cool to be encouraged to think outside the box.
I was initially drawn to ASOS as it is a reputable company with a culture that is unmatched. After joining ASOS I soon realised that just like the name, it was most definitely ‘As Seen On Screen’ – what you see is truly what you get. There are endless opportunities within the company with values embodying a culture of bringing your best self to work. I never feel as though I need to change to fit the status quo of the ‘corporate lifestyle’ but actually, I fit in more when I’m authentically being myself.
At ASOS I can bring my authentic self to work, you’re empowered to think different, innovate and do the things you love. ASOS is a fast paced, changing environment with fun at the heart of everything we do.
Christy Hill
Operations @ ASOS
Every single day I feel both supported and inspired! The constant flow of creativity within ASOS is contagious. It's cool to be encouraged to think outside the box.
Denise Finney
Operations @ ASOS
I was initially drawn to ASOS as it is a reputable company with a culture that is unmatched. After joining ASOS I soon realised that just like the name, it was most definitely ‘As Seen On Screen’ – what you see is truly what you get. There are endless opportunities within the company with values embodying a culture of bringing your best self to work. I never feel as though I need to change to fit the status quo of the ‘corporate lifestyle’ but actually, I fit in more when I’m authentically being myself.
Ben Rubery
Operations @ ASOS
At ASOS I can bring my authentic self to work, you’re empowered to think different, innovate and do the things you love. ASOS is a fast paced, changing environment with fun at the heart of everything we do.
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
our business values
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We are Customer First
We couldn’t be ASOS without our customers.
Across every behaviour, value, and all that we do, we see everything through our customers’ eyes. That means never taking anything for granted and always zeroing in on every single detail. So we can always bring our best as a team, and our customers can have an amazing experience, every time.
We are Authentic
We work together to be honest, transparent, and our full authentic selves.
This is our ASOS. Our culture, built on collaboration and togetherness, and supported by what’s real and honest. We know that we win bigger when we win as a diverse team. That means celebrating our differences and using them to help us stand out from the crowd, without losing our authenticity and individuality.
We are Brave
We challenge each other to aim high and reach our potential.
Doing nothing gets us nowhere. We may be proud of everything we’ve done so far, but there’s still so much more to explore. We believe we can always be wiser, faster, stronger, bigger, braver, kinder…so asking ‘why’ isn’t just a question, it’s a necessity. We use our voice to drive us forward, speaking up on the things our people and customers care about and using our curiosity to create possibility.
We are Creative
We know innovation leads to inspiration – it’s what makes us stronger
Change is in our DNA. By acting fast and staying one step ahead of the curve, we can be a leader, not a follower. But for our products and platform to be innovative, they have to be fuelled by creative passion and a deep understanding of our customers and our people.
We always Deliver
We couldn’t be excellent without evidence – so whatever we’re doing, we have proof of why we’re doing it.
It takes facts and data to tell our stories and help us make our decisions in the most effective way possible. This means we can do what we say and own what we do, no matter how long it takes us to do it. We aren’t about nonsense ifs, buts and maybes, we’re about creating an ASOS that’s built for future success on delivered success.
Our Benefits
Employee Discount
The most asked-about benefit! As an ASOSer, you’ll receive an exclusive employee discount. You can also nominate a family member or friend to share your discount with.
Pension
Retirement might not be on your mind right now, but it’s important to prep for it. We offer matched contributions up to 5% to help you save.
Private Medical Care scheme
If you join our Private Medical Care scheme, you’ll get fast and effective access to medical cover.
Celebratory Day!
Get an extra day off in addition to the 25 days of annual leave you get! Spend it celebrating the big days in life, whether it’s birthdays, cultural holidays, weddings and anything else.
Shuttlebus Service (if you're based in our Leavesden office)
It’s more of a work perk, but we offer a free shuttlebus between Watford station and our office in Leavesden.
Sample Sales
We’ve always got fun things happening in our offices, but the one ASOSers get most excited about is our sample sales. Plus, all proceeds from the sample sale get donated to the ASOS Foundation, which helps our charity partners abroad.
Career Development
You’ll have the opportunity for personalised learning and in-the-moment experiences to create a dynamic and agile learning environment that empowers you to thrive and excel in your role.
Summer Hours
We finish at 3pm on Fridays in June, July and August!! This perk doesn’t mean a dip in your salary – it just gives you extra freedom to enjoy those summer weekends however you want.
Fixed Annual Payment
You'll be given a fixed annual payment depending on your level, in addition to your salary, as a thank you for all your hard work.
Location
Our Leavesden office, Hertfordshire.
This is where our Customer Care and Operations teams do their amazing work – right next to the Harry Potter studios! Our Leavesden office has a subsidised canteen, free gym, beauty rooms, free on-site parking and a useful shuttlebus service to and from Watford station.