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Operations Manager Customer Care Centrale Europe (w/m/d)

Employer
Zalando
Location
Berlin
Closing date
27 Nov 2020

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Job Details

ABOUT THE JOB
As Operations Manager you have the responsibility for one or more country markets in terms of performance and customer experience. Up to 5 team leaders will report to you, each of them leading a team of 15-20 Customer Care Specialists. Besides being in constant exchange with your directs you will contribute to strategic initiatives and their execution and constantly optimize the service proposition for customers and partners.
WHERE YOUR EXPERTISE IS NEEDED
  • Be responsible for our market(s) in terms of performance and customer experience and continuously optimize our service propositions for customers and partners
  • Identify defects and improvement opportunities along the customer journey, drive mitigation of customer facing issues and contribute to strategic initiatives and their execution
  • Challenge the status quo, especially with regards to the customer experience, organizational setup and business performance in your respective area of responsibility and beyond
  • Together with your directs you will foster the engagement and development of your employees on an individual as well as on a team level
WHAT WE'RE LOOKING FOR
  • Extended experience in a high scale operational role as well as in managing customer service teams with a dynamic leadership style
  • Excellent project management skills combined with a strong problem-solving competence, seeking out solutions in an efficient and goal-oriented way
  • A sparring partner for peers and the ability to adapt to different audiences. You are able to create a positive team spirit as the basis for motivated and high performing teams
  • Good English and German skills are needed
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.

Company

Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in Berlin in 2008, we bring head-to-toe fashion to 35 million active customers in 17 markets, offering clothing, footwear, accessories and beauty from over 3,000 international brands.

Our platform is a one-stop fashion destination for inspiration, innovation and interaction. As Europe’s most fashionable tech company, we work hard to find digital solutions for every aspect of the fashion journey: for our customers, partners and every valuable player in the Zalando story.

Our goal is to become the starting point for fashion. We focus on the fashion industry and therefore operate in a variety of business areas.

  • Fashion Store
    Zalando online shops are tailored to local customers’ needs in 17 different European markets. The range extends from renowned global brands and fast fashion to local brands and is supplemented by our private labels.
     
  • Offprice
    The Offprice business of Zalando serves the sale of previous season’s assortments. As part of a shopping club, the Zalando Lounge offers registered members exclusive sales campaigns at discounted prices.
     
  • Zalando's Private Labels
    Zalando’s private label assortment includes shoes, clothing and accessories for women, men and children. With a total of six private labels, Zalando creates its own products, covering the entire value chain from design to sales.
     
  • Zalon
    Zalon is our style advice service, via which customers can consult and get inspiration from selected stylists regarding individualized purchases.
     
  • Zalando Marketing Services
    The entirety of Zalando’s expertise and scope is bundled in Zalando Marketing Services, which now offers personalized marketing solutions for our brand partners.
     
  • Zalando Fulfilment Solutions
    Zalando makes its own logistics capabilities available to external partners, so they do not have to be concerned with infrastructure issues but can concentrate fully on their core competence in the fashion business.
     
  • Zalando Partner Services
    Zalando helps other players in the industry to be successful in the digital world. For example, by connecting warehouse stocks with multiple retailers, by digitizing processes involved in fashion wholesale and by integrating offline businesses into our Zalando platform.


With a strong workforce of around 14,000 employees of over 130 different nationalities, Zalando unites diverse people, capabilities and concepts. Consolidating our effort and ideas scales our impact as an innovator in Fashion, Technology, Digital Marketing and Logistics Operations.

Company info
Website
Telephone
+49 (0)30 2759 4693
Location
Zalando SE
Valeska-Gert-Straße 5
Berlin
Germany
10243
Germany

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