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Vendor Operations Manager in Customer Care (m/f/d)

Employer
Zalando
Location
Berlin
Closing date
14 Jan 2022

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Function
Operations
Level
Manager

Job Details

As Service Provider Manager Operations in Customer Care with hands-on mentality and good analytical skills you will report to the Lead Service Provider Management. Moreover you will contribute to projects to optimize service provider collaboration, processes, performance & internal stakeholder management.

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

WHERE YOUR EXPERTISE IS NEEDED
  • Oversee the day-to-day service provider operations including KPI performance and their impact on company KPI's
  • Interact with operational stakeholders/team members (both internal and external) such as Customer Care operations managers, Workforce Management, Quality & Training, Service Provider Quality Manager and Customer Care Controlling
  • Monitor continuously the compliance of the financial agreements with our vendors and flag possible impacts
  • Participate in regular business review meetings and moderate the conversation
WHAT WE'RE LOOKING FOR
  • Relevant experience in a Customer Care environment-ideally in vendor steering or in a Customer Care (supplier) team. You have proved your diplomatic and creative thinking skills
  • Strengths in an interface function; collaborative cooperation and control are no contradictions for you and as part of an international team you communicate effortlessly in English and ideally in another European language
  • Clear priority setting to achieve goals and easily structure tasks and processes complemented by a pronounced social competence
  • Capability of balancing between competing interests and keeping a keen eye for spotting win-win situations or high quality compromises
PERKS AT WORK
  • 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.

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.

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.

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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