Commercial Support Team Leader London, England
Job description
The Commercial Support Team Leader role sits within the Commercial Support team and reports into the Commercial Support Partner.
The purpose of this role is to manage and motivate a remote team of Commercial Support Administrators, to ensure they are meeting and exceeding agreed KPI’s for providing service to the Commercial Teams. Need to be visible as part of the Commercial Team, in order to ensure Support Excellence is provided.
What you’ll be doing…
- Support the Commercial Operational Support Strategy
- Support the Commercial Support Partner
- Manage and motivate a team of remote working Commercial Support Administrators
- Build awareness of the Commercial Admin Support Team amongst Commercial and relevant functions.
- Maintain a high level of understanding of key operations projects & processes
- Utilise the Service Now tool to provide setting and tracking of KPI’s and SLA’s, reporting on trends, ticket numbers and key issues.
- To allocate Service Now Tickets to the Commercial Admin Support Team
- Collate data on question trends & feedback to other Commercial Operations teams.
- Work and collaborate with the other Commercial Support Team Leaders to share and brainstorm current issues and provide practical resolutions.
- Support with maintenance of the Operational Calendar & Commercial Operations Support Hub to ensure a Self Service approach for Commercial.
- Maintain a substantial understanding of Commercial processes.
- Provide a high level of support as the key point of contact for Operations related questions from Commercial teams
- Assist the Commercial Support Partner in the recruitment of Commercial Support Administrators
- Manage the New starter training, continued education of the Commercial Support Administrators.
- Present back current support admin KPI’s and SLA’s to relevant stakeholders.
- Be aware of all Commercial processes and systems and be able to assist in all Commercial queries.
- Highlight key themes where potential actions need to be taken.
We’d love to meet someone with…
- Strong communication, analytical & numerical skills
- Excellent Microsoft Office skills, particularly Teams, PowerPoint & Excel.
- The ability to prioritise based on a good understanding of Commercial activities
- Excellent time management, with the ability to effectively manage their own workload and communicate confidently and openly with others
- An approachable and flexible working style
- The ability to build relationships and work collaboratively with a variety of different Commercial teams; including Buying & Merchandising, Design, Operations, Sourcing & Technical
- Loves ASOS.com!
Additional Information
What's in it for you?
- 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
- Employee discount (hello ASOS discount!)
- Tech Develops - our internal tech focussed skills development programme to focus on your personal growth as a technologist
- Opportunity to represent ASOS at industry leading events
- Opportunity to help shape and drive our DE&I initiatives in Tech (like our WIT movement and Diversity mentoring in Tech)
- Opportunity to make an impact from day one and work with the latest in cutting edge of technology
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 we're doing it?
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.
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.
There are safe space employee networks and we host a monthly DEI events series to help support and celebrate all of our people. We are constantly listening to our people, evolving, changing and taking a flexible approach to how we make ASOS truly inclusive.
