Lead Facility Management (w/m/d) - Quality

Recruiter
Zalando
Location
Berlin
Posted
28 Sep 2021
Closes
20 Nov 2021
Ref
3497398
Function
Operations
Level
Manager
As Lead FM - Quality within the department Facility Management (Corporate Real Estate - CRE) you are responsible for continuous process improvement, service delivery and embedding high(er) quality standards for our offices (+250.000 sqm) and retail outlet locations (13) in Germany. You ensure a consistently high quality of internal customer satisfaction and seamless cooperation with internal and external stakeholders.
WHERE YOUR EXPERTISE IS NEEDED
  • Responsible for achieving our quality goals in terms of processes, services and communication which leads to a great customer experience
  • Knowledge of tools and methods for process analysis and quality improvement. You breathe SLA, KPI, NPS, OKR (so we do not explain the abbreviations here). You support, monitor and challenge the analyses. You are the advocate of quality and use your excellent communication skills to ensure optimal quality across all locations and foster relationships with stakeholders and our customers
  • Deep understanding of optimization of processes and quality combined with strong assertiveness with various stakeholders in a corporate world
  • Knowledge of the supply side (service provider) is a strong plus to be competent on the demand side (vendor management, contract management). You know how to implement new contracts or standards and ways of work
WHAT WE'RE LOOKING FOR
  • 7+ years of professional experience in the field of Facility Management / Property Management / Corporate Real Estate Services in combination with quality management and have a proven track record
  • You either hold a degree in FM, Business Administration or a similar field of study, and/or you have relevant quality management certificates
  • You are a writer (decision papers but also the FM Service Catalogue, FM Manual / Handbook, Intranet pages) with clear communication with all hierarchical levels of the company in fluent English (German is a strong plus).
  • Assertiveness, strong service orientation and professional handling of change in a dynamic environment
  • Proactiveness, ownership, problem solver, self starter
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

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 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.

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