Change Manager

Company Description

We’re [Employer hidden], the online retailer for fashion lovers all around the world.

We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At [Employer hidden], you’re free to be your true self without judgement, and channel your creativity into a platform used by millions.

But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

Job Description

The Change Manager is responsible for leading the Change Delivery team to deliver change activities that support the wider [Employer hidden] strategic goals which impact customer care. You’ll provide support within the Customer Experience and Transformation function and wider Customer Care (CC) teams, guiding and supporting the teams in successfully delivering change into our frontline operations, both internal and outsourced.

The Details

• You will work closely with management across customer care as well as but not limited to the Senior Delivery Manager and Change Partners in our outsourced estate to ensure all change to hit the frontline is appropriately assessed and operationally ready.
• Key to this role is understanding the holistic view of all change impacting our operation in CC, you’ll oversee the change roadmap for business strategic and BAU change.
• You will oversee the governance structure across the whole of the Customer Care portfolio of change to provide visibility enabling key decisions based on prioritisation, capacity, dependencies and project risk.
• You will support in the ideation & mobilisation of trimester, and year delivery plans to enable the strategy.
• Delivering change management efforts for multiple initiatives within the portfolio including, but not limited to, activities such as:
• Stakeholder Maps / Change Impact Assessments
• Change Plans and strategy
• Communications plans
• Operational Business readiness assessments
• Adoption tracking and methods for reinforcing change
• Training and delivery schedules
• Support in the optimisation of Change Management ways of working, adapting to adoption of change.
• Developing and maintaining strong working relations with senior management across business areas and with key internal and external stakeholders.
• Supporting in developing and leading steer co.’s as necessary.
• Represent Customer Care to the rest of the business at various forums to ensure change lands effectively.

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