Head (m/f/d) of Customer Care Zalando Lounge

Recruiter
Zalando
Location
Berlin
Posted
23 Jun 2020
Closes
03 Sep 2020
Ref
1941329
Function
Operations
Level
Manager
As Head (m/f/d) of Customer Care you manage a diverse team (>140 EE.) and are responsible for the direction and supervision of all customer care processes across our Zalando Lounge units in different countries. You drive the change towards a new, visionary and holistic approach to Customer Service & Customer Experience.

WHERE YOUR EXPERTISE IS NEEDED
  • Define our Customer Care Strategy, including our Tech Stack
  • Design innovative approaches to drive customer development in close cooperation with other Marketing teams
  • Own and steer the Customer Care performance (including external service providers)
  • Develop your teams constantly. Build a high performing Customer Care and create a great working atmosphere
WHAT WE┬┤RE LOOKING FOR
  • 5+ years of management experience in operational units (not necessarily in the customer care sector)
  • Very strong analytical skills and highly innovative way of thinking
  • A solid technical understanding
  • Excellent knowledge in German and English, further European languages are appreciated
PERKS AT WORK
  • Culture of trust, empowerment and constructive feedback, open source commitment, meetups, game nights, 70+ internal technical and fun guilds, knowledge sharing through tech talks, internal tech academy and blogs, product demos, parties & events
  • Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, free beverages and fruits, diverse sports and health offerings
  • Extensive onboarding, mentoring and personal development opportunities and an international team of experts
  • Relocation assistance for internationals, PME family service and parent & child rooms* (*available in select locations)
  • We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.
ABOUT ZALANDO LOUNGE
Zalando Loungeis an online shopping club for fashion and lifestyle products in 13 European countries. We offer our members daily, time-limited sale campaigns with discounts of up to 75% off the recommended retail price. However, Zalando Lounge is so much more than discounts. Our strength lies in our focus on fashion: from sought-after labels to niche brands, from famous international names to trendy luxury brands, we make sure to meet the fashion taste of all our customers, who are always on the hunt for the best products at the best prices. Working with our brand partners, we're pioneering innovative supply-chain and production processes and offer them an impactful and smart solution, creating a new way to shop for fashion - and a new way to sell it.

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