Jobs, fresher vacancy - Senior Customer Care Experience Manager • Hertfordshire

Company: ASOS

Hertfordshire

Job DescriptionThe Senior Customer Care Experience Manager is a critical leadership role in delivering the Customer Care strategy and wider ASOS customer experience goals. The role holder will oversee our customer journey design and measurement through leadership of Customer Journey Managers, alongside this engaging our frontline customer care teams through leadership of our Continuous Improvement team.The role holder will operate ‘end to end’ and work cross-functionally to define and deliver best in class customer experiences and be a critical lead in turning the customer care strategy into tangible strategic focus areas and deliverables.The DetailsWork closely with the Head of Customer Care Experience and Transformation to define the ASOS target ‘service experience’ looking at end to end customer journeys.Lead cross functional teams to break the target experience down into deliverables across multiple streams of delivery.Work with the Senior Leadership Team to take strategic KPI’s and break KPI’s down to deliverablesClosely collaborate with wider business stakeholders, in particular customer strategy, product and technology to define target experiences and develop a product and change roadmap to deliver best in class experiences.A strong and influential leader who represents the customer voice in key forums and recognised as a go to person for customer impacting business initiatives.Lead customer care’s continuous improvement plans, including ways of working and priorities, working cross functionally to drive both customer experience and efficiency/value-based improvements.Lead, inspire and motivate a broad team of customer journey and continuous improvement professionals to define and importantly deliver CX and value based improvements.Be a sponsor and shaper of the case for change when it comes to delivering the target service experience for ASOS balancing creating strong story’s with developing detailed business cases to support gaining buy in to critical change and where required, business investment.Supporting our culture by championing Diversity, Equity & Inclusion strategies.We believe being together in person helps us move faster, connect more deeply, and achieve more as a team. That’s why our approach to working together includes spending at least 3 days a week in the office. It’s a rhythm that speeds up decision-making, helps ASOSers learn from each other more quickly, and builds the kind of culture where people can grow, create, and succeed.