Project Manager – Customer Care & Experience

About the role

ASOS is seeking a Project Manager to lead key 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 and guiding them to achieve project objectives.
• Manage project budgets, track expenses, and optimise resource utilisation.
• Identify, assess and mitigate risks, producing fortnightly RAG status reports for programme boards.
• Facilitate effective communication between stakeholders, team members and product functions.
• Monitor progress, provide regular status updates and implement corrective actions when necessary.
• Conduct post‑project evaluations to capture lessons learned and drive continuous improvement.
• Ensure compliance with company policies, industry standards and regulatory requirements.
• Champion diversity, equity and inclusion within the project team.

Required profile

• Proven experience delivering projects in a customer‑facing environment.
• Strong stakeholder management skills across multiple seniority levels.
• Ability to produce clear risk assessments and recovery plans.
• Excellent organisational and communication abilities.

Required skills

What we offer

• Opportunity to influence a leading fashion retailer’s customer experience.
• Collaborative, inclusive culture that values creativity and innovation.
• Potential hybrid working environment supporting in‑person collaboration.