Senior Project Manager- Customer Experience (all genders)

03 Feb 2022
29 Jul 2022
Customer Service
Zalando Direct enables merchants (brands, retailers) to sell fashion articles directly to Zalando customers (online marketplace). The PXM Operations team purpose is to continuously improve customer satisfaction by establishing the frameworks to enable the operational excellence of these merchants.

As Project Manager - Customer Experience, you will support the PXM Operations team in driving game-changing projects for Zalando’s marketplace with a direct impact on the customer experience. Your ultimate goal is to guarantee a seamless customer experience at Zalando’s marketplace and exceptional customer satisfaction.
At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy:
Our employee resource groups:
  • Define requirement specifications for stakeholders (product managers, business partners)
  • Build solid business cases to present multiple solutions to a problem and recommend a preferred solution
  • Develop and manage a detailed project plan and provide updates to various stakeholders on the progress of the project
  • Set roadmap and milestones to enable improvements in merchants’ operations and customer satisfaction
  • Prioritize projects and tasks balancing between impact, criticality and capacity
  • Develop an internal network to facilitate alignment and coordination of cross-functional projects
  • Support strategic discussions around customer experience, Merchants performance and business opportunities
  • Challenge the status-quo, suggest improvements of processes, reports and performance steering tools
  • You have an educational background in business, project management or related field.
  • You have gained at least 5 years of relevant experience working in a major consulting firm, a start-up or a fast moving environment. Experience in project management and understanding of marketplace models and customer satisfaction with exposure to tech projects or product management is preferred.
  • You have excellent analytical skills with proven track record in performing data-driven analysis and making data-driven decisions
  • You are a self-starter with a proactive problem-solving mindset and a strong drive to get things done
  • You have gained professional efficiency in both spoken and written English
Career Development
  • We offer peer-to-peer performance reviews twice a year
  • Learn and develop through our extensive Zalando training platform
  • Join regular all-hands, team meetings, Q&A-sessions, and quarterly anonymous employee surveys to ask your questions and provide your feedback
  • Support from an international team of experts; mentoring and professional development opportunities

  • 2 days paid leave per year for volunteering
  • Minimum of 27 holiday days per calendar year
  • Online sports courses, wellbeing, and nutrition advice offered by Humanoo personal wellbeing coach app
  • Mental wellbeing support by our Employee Assistance Program and professional consultants to help you find health resources

  • Flexible working hours
  • Relocation assistance for internationals
  • Home office equipment available for hybrid working, to support you working from home
  • Hybrid working model with 60% remote per week
  • Opportunity to work from abroad for 30 (working) days per calendar year

  • Access to the employee shares programme
  • 40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
  • Discounts from a wide range of external partners

  • Employee parents’ forums and employee resource group
  • Supported transition into and out of parental leave, with a buddy and re-onboarding plan
  • 3 fully-paid child sick days per year
  • Free counselling, assistance, and referral service for all matters concerning yourself and your family via the Fürstenberg Institute
It’s the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the starting point for fashion in Europe. We connect customers, brands, and partners across 23 markets.

Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 46 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

Our values:

do.More - our sustainability strategy:

Follow us on Instagram:

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.

Please note that all applications must be completed using the online form - we do not accept applications via email.

Similar jobs

More searches like this

Similar jobs