Customer Experience Product Manager (all genders)

19 Jul 2022
12 Sep 2022
Customer Service
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.
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:
  • 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.
  • 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
  • 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
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:

do.More - our sustainability strategy:

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

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