Business Incident & Communication Manager (w/m/d)
- Employer
- Zalando
- Location
- Berlin
- Closing date
- 23 Jun 2021
View more
- Function
- PR & Communications
- Level
- Manager
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Job Details
As Business Incident & Communication Manager (w/m/d) you will hold responsibility for managing the interface between different Customer Care teams and different Business Units at Zalando when it comes to identifying, collecting and mitigating business incidents and challenges that occur.
With your team you ensure timely and proper resolution of irregularities, e.g. when it comes to targeted communication about delivery delays or specific, event-driven work instructions to our Customer Care teams.
WHERE YOUR EXPERTISE IS NEEDED
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 34 million active customers through diverse skill-sets, interests and languages our teams choose to use.
Zalando's success also tells the story of our exceptional Customer Care team. We love welcoming new colleagues who join us in creating the world's best online fashion experience.
Please note that all applications must be completed using the online form - we do not accept applications via email.
With your team you ensure timely and proper resolution of irregularities, e.g. when it comes to targeted communication about delivery delays or specific, event-driven work instructions to our Customer Care teams.
WHERE YOUR EXPERTISE IS NEEDED
- Responsible for Business Incident and Communication Management across Customer Care; being central point of contact for intake, distribution and reporting of business incidents between several business units
- Creation and implementation of customer facing communication solutions such as targeted mass mails, ad-hoc information on self help and business incident communication to our Customer Care teams
- Building of playbooks to address certain recurring business incidents schemes to increase efficiency and standardize our approach; where needed, creation of post mortem summaries and follow up actions
- Leading a team and developing the skills of each individual and the team as a whole
- Drive and build healthy inclusive teams promoting diversity
- 3+ years experience in Customer Care/Contact Center, Logistics or Process Management in a people leadership position; experience in managing broad stakeholder structures across several teams and business units
- Strong business and customer focus with a clear view on relevant cause and event conditions
- High attention to detail while comfortable with "hands-on" management of tasks, and proven ability to manage multiple, competing priorities simultaneously.
- Great leadership skills, passion to build and strengthen a diverse team and help junior team members develop in their career plus experience in promoting inclusive culture practices and processes that are models for others
- Excellent verbal and written communication in English, German would be a plus
- 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
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 34 million active customers through diverse skill-sets, interests and languages our teams choose to use.
Zalando's success also tells the story of our exceptional Customer Care team. We love welcoming new colleagues who join us in creating the world's best online fashion experience.
Please note that all applications must be completed using the online form - we do not accept applications via email.
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
- https://jobs.zalando.com/
- Telephone
- +49 (0)30 2759 4693
- Location
-
Zalando SE
Valeska-Gert-Straße 5
Berlin
Germany
10243
Germany
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