Partner Performance Lead

As Partner Performance Lead, you will play a critical role in driving operational excellence across ASOS’s Customer Care Outsource Partners. Reporting to the Senior Outsource Partner Manager, you will be responsible for monitoring, analysing, and improving partner performance delivering an industry leading Customer Experience to all ASOS Customers.
 
You will work closely with internal teams and external partners to ensure service levels, quality standards, and customer satisfaction targets are consistently met. With a data-driven mindset and a passion for continuous improvement, you will help shape the way ASOS delivers care to millions of customers globally.

The Details

Performance Management

• Monitor daily, weekly, and monthly performance metrics across all partners, including CRR, tNPS, QA scores, and productivity.
• Conduct root cause analysis and performance deep-dives to identify trends, gaps, and opportunities.
• Collaborate with QA, Complaints and Customer Operations and Service Excellence Hub teams to ensure feedback loops are embedded and acted upon.
• Embed the Inhouse Customer Innovation Lab and playbooks as a benchmark for offshore delivery.
• Support the delivery of continuous improvement initiatives to reduce repeat contacts and improve first-time resolution.
• Work alongside Partner Operations teams to ensure consistent delivery against SLAs and KPIs.
• Participate in regular operational check-ins and monthly business reviews (MBRs), providing insights and recommendations.

Operational Support and Engagement

• Ensure all Communications and relevant updates are shared and embedded across Partner sites
• Support any change initiatives, ensuring readiness and alignment with ASOS standards.
• Manage operational escalations, working with internal stakeholders and partner teams to resolve issues promptly and effectively.
• Coordinate with internal teams such as Planning, Training, and Quality to ensure partners are equipped with the tools and knowledge needed to succeed.
• Ensure partners are prepared for peak trading periods through capacity planning, readiness assessments, and contingency planning
• Facilitate knowledge sharing and best practice exchange between partner sites to drive consistency and performance.

Collaboration and Culture

• Act as a key liaison between ASOS and partner teams, fostering a collaborative and performance-driven environment.
• Act as a cultural ambassador for ASOS, ensuring our values and tone of voice are consistently represented across all partner interactions.
• Contribute to building a positive and high-performance culture by sharing best practices, celebrating successes, and encouraging continuous learning and development.
• Support partner engagement initiatives such as recognition programs, feedback forums, and cultural exchange activities to strengthen relationships and morale.
• Promote inclusive practices across all partner sites, encouraging diversity, equity, and belonging in day-to-day operations and team culture.