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Customer Experience Product Manager (all genders)

Employer
Zalando
Location
Berlin
Closing date
16 Dec 2022

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Function
Customer Service
Level
Manager

Job Details

THE ROLE & THE TEAM
As a Customer Experience Product Manager in Customer Care Zalando Lounge you will lead the Business Development & Tech Support team. You will be responsible for driving the implementation of key projects, creating new products and services within Customer Care. You will solve complex problems, such as analyzing how we could improve our Customer Service further to increase loyalty and customer satisfaction. Together with your team you will be the touchpoint between our business unit and other Tech Teams within Zalando Lounge and Fashion Store. You will collaborate with other product managers, engineers, designers, analysts and a large network of stakeholders. You will lead a team of 2-3 (IT) Project Managers.
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
  • Contribute to our Customer Care strategy and solve meaningful problems with significant business impact through innovation using a customer-centric mindset.
  • Be the business counterpart for our Lounge Demand Tech Team & Fashion Store CuCa Tech Teams. Collaborate with cross-functional teams and become a trusted sparring partner for them.
  • Enable senior leadership's decision-making: Contribute to strategic papers and presentations for senior management, and confidently present solutions to senior stakeholders.
  • Work on problems and opportunities with a logical and pragmatic mindset. Assess their impact, consider them in the context of the Customer Care Strategy, prioritize them and deliver great results in order to help Zalando Lounge achieve its goals. Evaluate business potential against costs to develop a clear rationale for decision making and convincing on-point documents.
  • Lead 3 Junior (IT) Project Managers: Be a mentor to your direct employees by showcasing deep expertise in Product/Project Management methods and tools and foster their career development.
WE'D LOVE TO MEET YOU IF
  • University degree in business or a comparable field of study, 3-5 years of professional experience in Project/Product Management, Consulting or a similar role (first leadership experiences is a plus)
  • Excellent communication skills with the ability to understand, analyze and clearly communicate business problems and priorities to engineering teams vice versa
  • Strong business sense and a passion for solving problems, expertise in product discovery and agile product management is a plus
  • A highly motivated team player who builds strong relationships with their multidisciplinary peers and stakeholders develop high quality, impactful solutions
  • You regularly reflect on your own work and share feedback in a constructive way
ZALANDO BENEFITS
  • Learn and develop through our extensive Zalando training platform
  • Flexible working hours
  • Relocation assistance available for internationals
  • Access to the employee shares program
  • Hybrid working model with 60% remote per week
  • Opportunity to work from abroad for 30 (working) days per calendar year
  • 40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
  • 3 fully-paid child sick days per year
ABOUT ZALANDO
Zalando Lounge is an online shopping club for fashion and lifestyle products in 14 countries. We offer our members daily, time-limited sale campaigns with discounts of up to 75% off the recommended retail price. Our strength lies in our focus on fashion: from sought-after labels to niche brands - we make sure to meet the fashion taste of all our customers. Working with our brand partners, we pioneer innovative supply-chain and production processes, and offer them an impactful and smart solution, creating a new way to shop for fashion - and a new way to sell it.

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.

Company

Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in Berlin in 2008, we bring head-to-toe fashion to 35 million active customers in 17 markets, offering clothing, footwear, accessories and beauty from over 3,000 international brands.

Our platform is a one-stop fashion destination for inspiration, innovation and interaction. As Europe’s most fashionable tech company, we work hard to find digital solutions for every aspect of the fashion journey: for our customers, partners and every valuable player in the Zalando story.

Our goal is to become the starting point for fashion. We focus on the fashion industry and therefore operate in a variety of business areas.

  • Fashion Store
    Zalando online shops are tailored to local customers’ needs in 17 different European markets. The range extends from renowned global brands and fast fashion to local brands and is supplemented by our private labels.
     
  • Offprice
    The Offprice business of Zalando serves the sale of previous season’s assortments. As part of a shopping club, the Zalando Lounge offers registered members exclusive sales campaigns at discounted prices.
     
  • Zalando's Private Labels
    Zalando’s private label assortment includes shoes, clothing and accessories for women, men and children. With a total of six private labels, Zalando creates its own products, covering the entire value chain from design to sales.
     
  • Zalon
    Zalon is our style advice service, via which customers can consult and get inspiration from selected stylists regarding individualized purchases.
     
  • Zalando Marketing Services
    The entirety of Zalando’s expertise and scope is bundled in Zalando Marketing Services, which now offers personalized marketing solutions for our brand partners.
     
  • Zalando Fulfilment Solutions
    Zalando makes its own logistics capabilities available to external partners, so they do not have to be concerned with infrastructure issues but can concentrate fully on their core competence in the fashion business.
     
  • Zalando Partner Services
    Zalando helps other players in the industry to be successful in the digital world. For example, by connecting warehouse stocks with multiple retailers, by digitizing processes involved in fashion wholesale and by integrating offline businesses into our Zalando platform.


With a strong workforce of around 14,000 employees of over 130 different nationalities, Zalando unites diverse people, capabilities and concepts. Consolidating our effort and ideas scales our impact as an innovator in Fashion, Technology, Digital Marketing and Logistics Operations.

Company info
Website
Telephone
+49 (0)30 2759 4693
Location
Zalando SE
Valeska-Gert-Straße 5
Berlin
Germany
10243
Germany

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