[zPU] (Senior) Content Manager (m/f/d)

Recruiter
Zalando
Location
Berlin
Posted
20 Oct 2021
Closes
30 Dec 2021
Ref
3561018
Function
Operations
Level
Manager
zDirect is responsible for building up our B2B marketplace with all its facets. We are rapidly expanding, with multiple opportunities for development. At its core, Partner Care is a B2B customer service function by answering questions and helping our partners to make the most of the platform. It is a key function in zDirect Operations working with multiple internal stakeholders to ensure that it can scale without compromising partner performance or satisfaction. This role is essential to ensure that the Zalando Partner University ('zPU') is the best self-service/self-help function that it can be. The zPU is the first 'tier' of Partner Care, aiming to resolve all questions in line with the vision for zero contacts. It is also a knowledge base to provide guidance, best practice and other general information.

As zPU Manager, you will take over the management of the zPU and act as the primary point of contact for all things zPU related. This means: ensuring the content is up to date and understandable and analysing on site performance to identify improvement areas. Since the zPU is a collaborative effort, you will also need to liaise extensively with internal teams and therefore have excellent stakeholder management skills.

Where your expertise is needed:
  • Manage the structure, co-create content and maintain the zPU that partners will access when they have questions
  • Continuously improve the zPU to ensure a fast and efficient resolution of partners' queries while guaranteeing a high satisfaction with the responses
  • Build strong relationships and coordinate input from Zalando internal team based specialists to ensure that zPU content is up to date and as understandable as it can be
  • Drive improvement in zPU article content and therefore ultimately partner satisfaction
  • Provide insights and and recommend changes based on analysing on-site partner performance
  • Drive and contribute to the vision for zero contacts, i.e. all issues resolved during the self-help 'tier'


What We're Looking For
  • You have experience in copywriting and in translating business language into customer focussed language
  • You have a hands-on mentality, enjoy working in a fast-paced environment dealing with many topics simultaneously and always strive to look for improvements
  • You have strong stakeholder management skills
  • You have gained at least 3 years of valued experience in copy writing or in managing self help / self-service functions, ideally in Fashion / Retail / E-commerce
  • You have strong communication (writing and speaking) skills in English; German is a plus
  • You have strong analytical skills and can derive actionable measures
  • You have strong MS office / google suite skills (especially excel/sheets)


PERKS AT WORK
  • Culture of trust, empowerment and constructive feedback resulting in a positive and inspiring work atmosphere
  • Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices in Berlin, 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
  • Relocation assistance for internationals, PME family service and parent & child rooms* (*available only 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 and connects customers, brands and partners in 17 countries. We promote the development of digital solutions for fashion, logistics, advertising and research and provide more than 23 million active customers from head to toe with the latest fashion, with the help of a team that is shaped by a wide range of talents, interests and languages.

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