Asos Internship – Knowledge Manager

Website Asos

Job Description:

We are the guardians of our business policies and processes. We are conscious that our current tool (Lucid Chart) is not a best-in-class knowledge management tool; we want to lead a piece of work to document our requirements for a new tool and design our approach to knowledge management so that we are ready to work with our Tech team on procuring and implementing a best-in-class solution. We believe wider knowledge that is accessible in an intuitive and simple, searchable tool will really empower our advisors. The Knowledge Management team are a key part of ASOS Customer Change, supporting the operations teams to deliver excellent customer care by ensuring that they have access to intuitive knowledge that is easy for advisors to find, navigate, read and follow to deliver excellent customer outcomes.


Job Responsibilities:

  • Oversee the maintenance of our existing CC Knowledge Base, ensuring that all process maps and other artefacts held on Lucid Chart are up-to-date and retiring those that are no longer required
  • Manage a small team of Knowledge Designers including coaching and performance management
  • Take full responsibility for artefacts held in the CC Knowledge Base ensuring that their layout, usability and content are improved where required and that content is easily accessible and searchable
  • Implement a streamlined, standardized process for requests for change, prioritisztion and resource allocation as well as the implementation of changes and successful delivery into the operations teams
  • Develop an effective and efficient way of developing process maps that demonstrate the core process as well as showing any significant market variations and language translations to reduce the number of maps that need to be maintained
  • Research best-in-class knowledge base tools and create a vision statement and business case demonstrating the value this would create for ASOS CC
  • Define the requirements that a new knowledge base must meet with a view both on how the knowledge base is used today, and how it should be used in the future

Job Requirements:

  • Proven experience in a knowledge management role in a similar sized business; prior experience of knowledge management across countries / languages is desirable
  • Prior experience of the assessment, selection and implementation of a new knowledge management tool
  • Proven experience of managing a team with a strong focus on coaching for performance
  • Proven experience of managing to deadlines and prioritisation of demands
  • Real passion for excellence and supporting the delivery of best-in-class customer care through knowledge management
  • Bright, personable character, with the ability to engage with colleagues at all levels
  • Confident ambassador and spokesperson for the business when working with technological suppliers
  • Innovative thinker and influencer – able to define future ways of working and communicate these in an engaging way to stakeholders at all levels of the organisation
  • Experience of working in fast paced environments and being flexible and adaptable to what is required of them and/or changing priorities

Job Details:

Company: Asos

Vacancy Type:  Full Time

Job Location: Bath, England, UK

Application Deadline: N/A


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