Senior Product Manager - Customer Inbox

THE ROLE & THE TEAM
Customer Inbox is a platform team with the goal of enabling Zalando to practise best-in-class off-site communication with its customers. Our mission is to enable products, programs and demand teams to better activate our customers and to achieve operational goals.

As a Product Manager in Customer Inbox, you will be working closely with our growing team of engineers, data engineers and scientists, and product peers to shape our product portfolio. As communication is an essential part of the customer journey, you will be a representative of our team in many global initiatives. Together with our engineering teams you translate the needs to support individual projects into scalable solutions and platform capabilities. You will need to be able to react quickly to changing circumstances, to handle multiple projects in parallel, and to support hands-on whenever necessary. While you always start with a "yes", you are also ready to defend solutions and decisions based on the company's strategy and best practices.

Customer Inbox is about information and engagement. We aim to serve our customers with highly relevant content on their preferred communication channel. Therefore, up to 10 million times per day we contact one of our 45+ million active customers benefiting from personalized, practical information. Further scaling the system, widening its scope and increasing content relevance by learning from customer feedback and behaviour are some of the challenges we are faced with.

INCLUSIVE BY DESIGN
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: https://corporate.zalando.com/en/diversity-inclusion
Our employee resource groups: https://corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups
WHY YOU SHOULD BE INTERESTED

• Combine domain expertise, data-driven approach and a strong focus on technical resilience in building a platform at scale catering to > 10M daily emails and push notifications
• Be the go-to person for our product and customer communication matters. You pursue a deep understanding of our business goals and customers' needs to facilitate Zalando to deepen its relationship with the customers.
• Own the product backlog and work together with our high-performing engineers, collaborate with internal stakeholders in Demand / Markets and other departments to ensure that priorities are aligned and we solve something that matters - not because somebody said so
• Play an essential role in designing the customer experience together with various teams and programs - weighing in the impact of customer communication and yet considering the business as a whole and the needs of our customer throughout the entire customer lifecycle
• Domain knowledge of email/push communication is a nice to have

WE'D LOVE TO MEET YOU IF

• You are passionate about product management, eager to solve customer problems
• You know methods and techniques to find the most valuable opportunities when supporting multiple initiatives, slicing and defining your solutions to ensure a continuous development of a scalable system that already provides answers to tomorrow's challenges
• Strong communication and stakeholder management skills as well as the ability to manage projects with many dependencies.
• You are highly analytical and can tell stories with data. You know how to quickly model assumptions and can demonstrate impact through clear KPIs
• Strong ownership for own work results, hands-on mentality and keen on solving problems

ZALANDO BENEFITS
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

Wellbeing

• 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

Flexibility

• Flexible working hours
• Relocation assistance available - subject to prior agreement
• 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

Financial

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

Family

• 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

ABOUT ZALANDO
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 49 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.

Our values: https://jobs.zalando.com/en/our-founding-mindset

do.More - our sustainability strategy: https://corporate.zalando.com/en/sustainability

Follow us on Instagram: instagram.com/insidezalando

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