• Job Description

  Req#: REF3724E

  Company Description

  We're ASOS. We blend our flair for fashion with our love of cutting- edge technology, but more importantly were interested in how we can bring the best out of you.

  We exist to give people 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 judgment, and channel your creativity into a platform used by millions.

  Through our Fashion with Integrity strategy we are driving diversity, equity and inclusion across every aspect of ASOS and ensuring every ASOSer can be their authentic self at work. We want our people to be whoever they want to be, because we believe people who bring their best selves to work, do their best work.

  Job Description

  The CC Learning Partner role sits within Customer Care as part of the wider Learning + Development department, which is a team of nine. The role reports to the Head of L+D and will be partnering with Customer Care leadership team, Business Academy for Technical + Systems learning and Internal Comms to communicate with our ASOSers.

  This role is dedicated to improving ASOSers knowledge on current and future systems, processes, and initiatives within Customer Care. This could be for new system projects which support the ASOS Customer Care strategy, new starter training, learning interventions or learning events and side projects. If they are in ASOS, we support with their learning!

  Collaborating with a wide range of departments on all parts of the learning cycle, the Learning Partner will be designing learning to support our offshore partners one day to consulting with CC advisors on a digital module the next, all while delivering Strategic initiatives roll out plan and analysing ASOS Develops CC feedback. No day or week is ever the same

  The Partners are expected to use their experience and skill to advise on learning best practice and influence key stakeholders, whether on the team, working with Tech or operating with Director level stakeholders, navigating ambiguous and sometimes political situations.

  With critical project management skills, you’ll lead new learning initiatives, re-design and unpick business process learning, problem solve, manage change and bring everyone you are working with on the journey, leveraging their skills and knowledge. Your relationships with internal communications and SME’s will be invaluable.

  Key stakeholders will be their Customer Care leadership team, Customer Care Learning Ambassadors, PX partners, Procurement

  What you’ll be doing…

  • Responsible for collaboration with CC SLT, L+D + Business Academy to align learning and development to the ASOS Customer Care business strategy, understanding and catering to functional business technical and professional skill learning requirements.
  • Working closely with internal team to design, create, deliver, and evaluate CC relevant learning.

  • Manage and monitor the quality of training delivery and relationships with training teams in outsourced partner sites both locally and globally
  • Work with central learning teams to identify and assess capability gaps for CC and create future focused learning solutions to build critical skills for the business unit.
  • Partners with CC business leads on any organisational change and key people initiatives and creates and delivers solutions accordingly.
  • Partners with Central Learning Team in designing and delivering learning + development modules as required.
  • Manage and drive the continuous improvement of the role specific induction for the business unit in partnership with Centre of Excellence and outsources partners sites.
  • Lead, coach and mentor CC L+D Specialist and L+D Ambassadors to meet the key priorities of the Business L+D function while working to meet deliverables.
  • Participate in goal setting, conduct performance management reviews for the team.
  • Partner with 3rd party learning consultants to produce programmes based on business requirements, managing content + costs and consulting on delivery/roll out plan.
  • Establish network and build relationships with internal customers, stakeholders, and team members within the organisation across CC + GLH.
  • Partner with Digital Learning Manager on the management of the upcoming Learning Management System launch. Ensuring content is relevant, engaging and any governance as required.
  • Lead on creation of technical and professional skill development across the business unit, creating face to face, digital and blended learning solutions from TNA to Evaluation and translation.
  • Collaborate with Partner performance managers and training teams to effectively evaluate learning interventions and their effect on business performance.
  • Supporting our culture by driving Diversity, Equity & Inclusion strategies

  Qualifications

  • Substantial experience working within L+D in online retailer and/or service or contact centre.
  • The ability to work globally with a high degree of cultural flexibility and intelligence, working with the in-house partner model which is multilingual and multicultural.
  • A strong working knowledge of Customer Care as a business area
  • The ability to adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change.
  • A strong working knowledge of L+D concepts and processes.
  • Demonstrated functional knowledge of learning needs analysis, conceptualisation, design, development (face to face workshops, digital and blended learning solutions), delivery, roll out to multiple sites, pre-training knowledge benchmarking, post-training evaluation with appropriate sign off from stakeholders.
  • Working knowledge of Learning systems and digital learning (Articulate) including translations.
  • Working knowledge of MS Excel and MS PowerPoint.
  • Strong and demonstrable presentation and facilitation skills and be able to handle multiple audiences face to face and virtually.
  • Outstanding interpersonal and customer service skills.
  • Strong experience in managing projects in the L+D function.
  • Excellent written and spoken communication skills.
  • An eye for detail and take end-to-end ownership of deliverables.
  • Flexibility to travel to meet with offshore partners in India, Philippines + Romania.
  • Can work in the office 3 x days per week, with regular travel to Camden head office in Central London

  Additional Information

  • Competitive salary, pension, and private medical care scheme
  • Performance related bonus
  • Flex benefits allowance - which you can chose to take as extra cash or use towards other benefits.
  • 25 days paid annual leave + an extra day for your birthday.

  Our Commitments

  We want our people to be whoever they want to be. That’s why we’re committed to creating a truly inclusive culture at ASOS, but how’re we doing it?
  
  We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter. We’ve also recently been placed 8th in the Inclusive Top 50 Companies Employer List too.

  We have several employee networks that operate as safe spaces, to help support and celebrate our people, find out more here.

  How can we support you to be your best self? Our Talent team will be happy to provide support e.g. if you need additional time to prepare for an assessment or you have requirements for any part of the interview/hiring process - just let us know by email or phone, whatever works best for you. It’s also our policy to interview all candidates with a disability who meet the minimum requirements for roles they have applied to.

  If you have any questions about the policies we have in place to support our employees (e.g. our parental leave approach), just let our Talent team know.

• About the company

  ASOS plc is a British online fashion and cosmetic retailer.

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