KPI & Channel Manager

Recruiter
Zalando
Location
Berlin
Posted
29 Jun 2020
Closes
27 Jul 2020
Ref
2221732
Function
Operations
Level
Manager
Within the "People & Organization" department, the "People Operations" team is responsible for employee administration and support from A to Z. Our target groups are applicants, existing employees as well as specialists and executives from our various Zalando companies, who we competently support in an agile work environment. To ensure this, we use various service channels.

As our KPI & Channel Manager you will ensure that we have full transparency in our KPIs and all our systems are up and running. The systems vary from our knowledge management tool "zSolve", via our SAP ticket system over to our reference letter tool and further excel and SAP Analytics tools.

This role is a maternity cover and therefore a limited position for the time being.
WHERE YOUR EXPERTISE IS NEEDED
  • KPI steering: Dealing with various KPIs (e. g. the backlog ratio, closing rate, dispatching rate, calls per day, ticket income, ...) you are able to design and analyze reports to keep track of our goals, transparency of our workload and the continuous development of dashboards
  • Analytical thinking & technical acumen: You are in charge of controlling and optimizing the various service channels in consultation with leaders and always with the aim of achieving the best result for our internal customers. You provide innovative approaches and alternative solutions to optimize processes and structures. You will also build the interface to our SAP team, which requires a good technical understanding
  • Stakeholder management & business insights: Being the main contact person for especially leads you provide guidance about e. g. our knowledge management system. You add any additional requirements to the ticket system like auto responses or similar and coordinate between different stakeholders to make it happen. Furthermore, you are a trusted partner to our team by e. g. running regular team workshops to better understand our business and its bottlenecks
  • Project management & communication: You are involved in various team and cross-departmental projects and are responsible for the independent completion of subprojects from the idea to the implementation
WHAT WE'RE LOOKING FOR
  • You have completed a commercial apprenticeship, a business degree or a similar education and can prove that you have at least 2 years of professional experience
  • A high customer orientation and excellent stakeholder management are self-evident and one of your strengths and through your hands-on mentality you will always find practical solutions for complex requirements
  • You are an organizational and communication talent and possess a particular strength in the autonomous management of your own projects
  • Your analytical understanding and structured way of working will distinguish you, as well as a quick mind, high motivation and creativity and a good technical understanding completes your profile, as well as being fluent in German and English (spoken and written)
PERKS AT WORK
  • A workplace run on trust, empowerment and feedback; positive, inspiring working atmosphere
  • Competitive salary; 40% employee discount on zalando.de; discounts from external partners; office in the heart of Berlin; public transport discounts; municipality services; great IT equipment; flexible working times; additional holidays & volunteering time off; awesome parties and events; free beverages & fruits; diverse sports and health offerings
  • Mentoring; personal branding support; diverse career opportunities
  • An international team of experts to inspire you & learn from

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
Zalando is Europe's leading online platform for fashion, connecting customers, brands and partners across 17 markets. We drive digital solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 23 million active customers through diverse skill-sets, interests and languages our teams choose to use.

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