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:
ASOS growth change demand, PMO & operations change delivery
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. Youll 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 youll 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.
/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
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.
/03 Additional Info
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.
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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Authentic
We celebrate what makes us unique, and stay true to ourselves.
Our business is built on an inclusive culture which encourages passion, enthusiasm and development – so you can bring your best self to work. We recognise that our differences make us stand out from the crowd, giving our ASOSers and customers the confidence to be whoever they want to be.
Brave
We’ve been bold and ambitious from the start – it’s in our DNA.
We’re empowered to try something different with the freedom to fail, turning left when others turn right. We use our voice to drive us forward, speaking up on the things our people and customers care about and challenging the status quo.
Creative
We have a curious and adventurous spirit – it’s who we are and runs through everything we do.
We balance leadership with learning, by being comfortable as an innovator and when following in the footsteps of others. Our products and platform are fuelled by creative passion and a deep understanding of our customers, allowing us to empower millions of people around the world.
Disciplined
Great work doesn’t happen by chance.
We need to take time in our pursuit of excellence – honing our skills, perfecting our craft, executing our plans, being comfortable with the uncomfortable and bridging the gap between goals and accomplishments. It’s a strategy that allows us to create an ASOS that’s built for future 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.
Bonus
What we achieve is always a team effort. That’s why we offer a discretionary bonus scheme which rewards you based on our group financial and strategic performance.
Your birthday off!
Who wants to work on their birthday?! All ASOSers get a day off during their birthday week, in addition to 25 days of annual leave.
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
Your career matters to us – we want to help you grow, gain new skills and learn from experiences. As an ASOSer, you’ll have access to a world-class development plan, giving you the courses (and time) to work on things that matter to you.
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.
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.