Head of Customer Care Operations
Location
Watford, Hertfordshire | United Kingdom
Job 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 Role
You will be responsible leading the people and driving culture and performance across ASOS Global Customer Care Operations. Customer Care Operations comprises of 200 In House and 1000 Outsourced FTE across 5 global locations.
The Details
- Strategically lead and develop a senior operational management team to deliver best in class performance by setting clear accountable objectives.
- Create processes and a culture which puts the customer first and delivers commercial value.
- develop plans to drive improvement in critical customer KPIs including touchpoint NPS (Net Promoter Score), Customer Resolution Rate along with other key Customer Care metrics.
- Support in the reduction of the cost to serve, as measured by Cost per Order.
- Empower and Engage the Inhouse and Outsourced Customer Care teams through face to face and remote engagement
- Work with the wider Customer Care leadership team to Identify opportunities to innovate, establish new tools and technologies to better serve the customer.
- Drive value through identifying and executing sales through service opportunities.
- Use Voice of the Customer Insight and Root Cause Analysis to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.
- Play a key role in representing and championing the Voice of the Customer across both Customer Care and the wider organisation.
- Establish and culture of Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
- Work with Planning teams to ensure the effective utilization of resource in line with Budget and other KPIs.
- Work effectively with all peers and the board/stakeholders including Supply Chain, Marketing, Commercial and Finance to negotiate and influence customer improvements.
- Continually develop improvements and embed successful change projects.
- Listening to the Voice of the employee and driving Employee Engagement initiatives across Inhouse and Outsource partners.
- Play a key role in harnessing and developing our culture through supporting and driving Diversity, Equity & Inclusion strategies
- Support in the development of transformational plans that shift Customer Care operations from a reactive service model to a pro-active, digital first, value centre
Qualifications
About You
- Extensive experiencing of managing large scale Inhouse and Outsource operational customer care/service teams.
- Strong strategic and customer focus with a clear understanding of the broad issue impacting and driving customer contact across a global, multi-market setting.
- Proven management and relationship management experience at a senior, strategic level role covering internal and external stakeholder groups.
- The commercial acumen to oversee, negotiate and drive strategic outcomes from multimillion pound partner agreements.
- Established track record of setting and exceeding a balanced set of KPIs covering people, customer, process and financial.
- Able to interpret and analyse data to develop operational plans and execute them, alongside strategic change.
- Demonstrate ability to motivate and communicate with others at all levels.
- Influential relationships skills at all levels. Able to use these relationships to deliver service improvements.
- Excellent communication and negotiation skills with an ability to adapt and succeed in a changing environment.
- Evidence of well-developed leadership skills.
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.
Job tags
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