Customer Care Change Delivery Lead

ASOS; Watford; On-site; GBP 50,000 - GBP 70,000; Full time

Job summary

A global online retailer is seeking a Change Manager to lead change activities within the Customer Care team. The successful candidate will guide operational readiness for changes aligned with strategic goals. Key responsibilities include overseeing change governance structures, supporting stakeholder communications, and fostering a continuous improvement culture. Candidates should have experience in change management methodologies and be comfortable working in complex environments. This role is office-based at least 3 days a week and offers various employee benefits.

Benefits

Employee discount

Employees sample sales

25 days paid annual leave

Performance-related bonus

Private medical care scheme

Qualifications

• Experience or training in change management methodologies is preferable.
• Comfortable working with ambiguity and to tight deadlines.
• Experience of working in complex environments.

Responsibilities

• Lead change activities for the Customer Care team to meet strategic goals.
• Oversee governance structure for change impacting the Customer Care portfolio.
• Support stakeholder communication and operational readiness assessments.

Skills

Change management methodologies experience (e.g., Prosci)

Contact Centre Experience

Ability to influence across an organisation

Action orientated

Comfortable working with ambiguity

Job description

A global online retailer is seeking a Change Manager to lead change activities within the Customer Care team. The successful candidate will guide operational readiness for changes aligned with strategic goals. Key responsibilities include overseeing change governance structures, supporting stakeholder communications, and fostering a continuous improvement culture. Candidates should have experience in change management methodologies and be comfortable working in complex environments. This role is office-based at least 3 days a week and offers various employee benefits.