Customer Service Transformation Project Manager

We have an exciting opportunity to join our Retail Operations team as a Customer Service Transformation Project Manager. As the custodian of the customer you will be responsible for shaping and implementing a 3 year customer service improvement programme within our retail stores. You will be the retail owner of the of our Customer Satisfaction Index, helping stores to understand their scores and drive their performance. You will be expected to deliver service improvement initiatives and projects in our stores, particularly across Checkouts, Customer Service Desk and Kiosk and provide retail insight, guidance and advice to store leadership and other areas of the business

You will be part of a large cross functional team, so you'll have a strong team work ethic and enjoy developing working relationships. You'll work with stakeholders from across the business to turn ideas into reality consulting views and adapting where necessary to launch what is right for our stores. You'll also be a key stakeholder in other team's projects representing the view of the customer and our store teams every step of the way.

You will support store teams get close to what their customers are saying using our various sources of customer insight. Identifying those stores and regions that need additional support and helping design solutions, support and training to help them drive performance. You'll work closely with the customer insight team and need to have experience in reading and manipulating data to turn it into meaningful information for stores to use and action.

You'll need to be passionate about customer service and have the ability to communicate this with clarity and conviction; this will be critical both in working with other team members/stakeholders and also in communicating to stores. You'll also be required to react quickly to changing priorities.

ABOUT YOU:

• Passionate about delivering excellent customer service
• Be able to think strategically and create clear plans
• Ability to manage and influence stakeholders across Home Office and Retail teams
• A Leader managing a small team who engages and manages effectively
• Ability to work well cross-functionally and communicate confidently at all levels is essential
• Experience producing written communication that is concise and engaging is a must
• Strong customer mindset
• Self-motivated and ability to manage own workload
• Highly organised
• Ability to work at a fast pace and under pressure
• Experience of working in retail stores/ service sector
• Project management experience desirable

Hybrid Working

Work Where it Works.  Our hybrid way of working gives you the choice to work where it works.  This enables you to complete your daily tasks where you'll be the most effective.  It offers a mix of working from home and in an office environment that works best for you and your team.  We would love to talk to you about this

Business Benefits

• Discretionary company bonus
• Company pension up to 7% matched
• 10% colleague discount, free parking and many additional rewards

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.