Head of Customer Care Vertical Propositions (w/m/d)

09 Jul 2021
12 Nov 2021
Customer Service
As Head of Customer Care Vertical Propositions (w/m/d) you will hold responsibility for managing the Customer Care for our vertical / specialty propositions in Europe: Key objectives include operational performance, ensuring the highest standards for quality and customer satisfaction, growing and developing our vertical / specialty propositions, leading and developing our teams and their teams, ensuring compliance with our social and ethical standards and developing and executing our Customer Care strategy.

  • Take responsibility for building and managing our vertical / specialty propositions in Customer Care to enable growth and create Customer value
  • Leading and developing our teams, guiding and accompanying them in their careers
  • Own and steer our Customer Care verticals performance, improve our Service Proposition constantly, develop new and game-changing ideas to create Customer value
  • Develop solutions with your innovational mindset, and focus on customer experience in specialised environments
  • Design your organisation, ensuring the best possible setup in changing and developing environments
  • 8+ years experience in Customer Care Management roles with a generalistic, entrepreneurial scope and extensive experience of managing operational customer service teams in inhouse and in outsourcing environments, especially in specialty verticals
  • Great leadership skills, passion to build and strengthen a team and help junior team members develop in their careers
  • Able to adapt and succeed in a changing environment; ability to mediate between teams
  • Extensive experience in delivering upon the highest quality standards and customer satisfaction and in developing Customer Care strategies and initiatives to enable the growth and development of specialty verticals
  • Very strong, demonstrated quantitative analytical skills and innovative way of thinking; strong negotiation skills; excellent in building clear rationales to derive decisions
  • Demonstrate ability to communicate with Sr. Stakeholders and Social Partners as well as excellent verbal and written communication in English and German is 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
  • 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.
Zalando is Europe's leading online platform for fashion, connecting customers, brands and partners across 20 markets. We drive digital solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 42 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.

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