Customer Care Vendor Manager (w/m/d) - Contracting and Sustainability

01 Dec 2020
21 Feb 2021
As Contract & Sustainability Manager (f/m/d) you will take part in implementing new Service Partners from the very beginning, overseeing the purchase process including negotiations, to ensure that our compliance standards are met from the very first day of partnership. Embedded in the Zalando Service Partner Team you will work with a strong team where everyone is working jointly on set goals and targets to achieve the best experience for our Customers.

Travelling frequently is part of your core role in order to build and maintain relationships with our vendors.

  • Responsible for Bid-, Contract- & Sustainability-Management in our Vendor Management team for our 3rd Party Customer Care Landscape across 20 sites in EMEA
  • Executing Bid-Management and developing and executing measures to maintain and improve contractual compliance with our 3rd Party Customer Care Providers
  • Setting smart and ambitious targets to raise the bar in line with our Sustainability strategy on social and ethical standards, design and implementation of auditing processes; thorough follow up on corrective action plans
  • Building a Sustainability Management function in our Vendor Management team

  • Experience in a Customer Care environment, ideally in Vendor Management role, with focus on Bid-, Contract- and Compliance-Management
  • Experience in negotiating and managing Customer Care contracts or similar Service Contracts for long term partnerships in labor intensive businesses, as well as in auditing with a focus on commercial, operational, social, and ethical frameworks
  • Great in Stakeholder Management, eager to engage with your team and the company as a whole, versed in tough conversations and decisions with a well-developed diplomatic skill set and cultural sensibilities, backed up by excellent verbal and written communication in English
  • High attention to detail while comfortable with "hands-on" management of tasks, and proven ability to manage multiple, competing priorities simultaneously

  • A workplace run on trust, empowerment and feedback; positive, inspiring working atmosphere
  • 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
  • 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.


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.

The Zalando Customer Care Vendor Management team ensures a stable performance and a healthy business partnership with our external contact centers as part of our company growth strategy. We monitor the daily operations and are the main point of contact between internal and external stakeholders. In the Vendor Management team, we start with a yes!

Please note that all applications must be completed using the online form - we do not accept applications via e-mail.