Customer Care & Experience Project Manager

About the role

ASOS is seeking a Project Manager to lead transformation workstreams within its Customer Care & Experience function. You will help shape a customer‑centric business by delivering projects that align with the three‑year Customer Care plan and broader company strategy.

Key responsibilities

• Develop and maintain comprehensive project plans, including timelines, milestones, and resource allocation.
• Lead cross‑functional teams, motivating members to achieve project objectives.
• Manage project budgets, track expenses, and optimise resource utilisation.
• Identify, assess, and mitigate risks, escalating issues and implementing recovery plans as needed.
• Produce fortnightly RAG status reports for programme boards.
• Facilitate effective communication between stakeholders, team members, and clients.
• Monitor progress, provide regular updates, and apply corrective actions.
• Conduct post‑project evaluations to capture lessons learned.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Champion diversity, equity, and inclusion within the project team.

Required profile

• Proven experience managing projects in a customer‑facing environment.
• Strong stakeholder management skills across multiple seniority levels.
• Ability to deliver projects on time and within budget.
• Excellent risk identification and mitigation capabilities.
• Clear communication and reporting skills.

Required skills

What we offer

• Opportunity to influence a leading e‑commerce brand’s customer experience.
• Collaborative, inclusive culture that values creativity.
• Support for reasonable adjustments throughout the recruitment process.