Senior Product Manager, Customer Experience m/f/d

Berlin, Germany
06 Oct 2021
18 Nov 2021
At Vestiaire Collective, we are committed to delivering the best experience for our loyal community of buyers and sellers. We are growing our team and business into a global brand and becoming the leaders in circularity in fashion. We want everyone we work with to be change-makers, to think differently, and to innovate without compromise.

Vestiaire Collective is looking for a Senior Product Manager to join a Customer Experience team.

You will report to the VP Product of the Customer Experience tribe and be in charge of ensuring we build trust with our buyers and empower sellers by providing best quality fashion & end to end experience in our platform. Your job will be to make sure we can create innovative service & solutions during the full customer order journey, provide transparency, visibility and creative function to engage with customers. You will be responsible for defining and executing the squad's roadmap, working cross functionally with other business areas, design and tech, making sure all initiatives are impactful and they improve our users' experience.

What you'll do:
  • Align with key stakeholders the customer experience strategy, identifying are the main KPIs for CX
  • Define and execute the customer experience strategy and roadmap, this roadmap should be aligned with the company and overall strategy.
  • Be the owner for our end to end order management journey, defining the opportunity for improving experience vs competitors
  • Lead the coordination with different stakeholders for best end to end order journey, and communicate the performance to the company
  • Coordinate with the Tech team on what is the best architecture for order management system, communication with consumers.
  • Define, run and report impact of experiments for customer experience by using NPS, successful order rate as measurement, understanding what works and what doesn't work building based on experimentation

Who you are:
  • Customer-centric, work back from customers problems
  • Analytical mindset (make decisions based on data)
  • Great technical understanding on search products and technologies
  • 7 years experience in a product position and at least 3 years leading in ecommerce products
  • Effective communication and presentation skills
  • Fluent in English
  • Ability to work autonomously & effectively in evolving and dynamic environment
  • Strong agilist and impact oriented
  • Experience of leading a team is a plus

What we offer
  • A meaningful job with an impact on the way people consume fashion, to cut down waste because we save the planet, our way
  • 15 hours to help Project - reinforce your activist journey and volunteer for an association
  • The chance to join our Diversity and Inclusion Taskforce to foster a better working environment
  • The possibility to work with an international team with + 40 nationalities
  • Cool office in the heart of Berlin
  • An attractive salary and bonus scheme with various benefits
  • German classes
  • A personal education budget to participate in conferences and training
  • Visa & relocation support

About Vestiaire Collective

It all comes down to one important question: Why should so many great fashion items remain unworn in people's wardrobes?

Vestiaire Collective is a global platform that connects millions of buyers and sellers of desirable pre-loved fashion. We are global: our headquarters are in Paris and we have satellite offices in New York City, London, Milan, Berlin and Hong Kong.

Vestiaire Collective is an equal opportunity employer. We strive to develop an inclusive work environment that reflects the diversity of our fashion activist community.

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