As a Sr. Customer Experience (CX) Manager for Markets, you will be a key member of a team dedicated to improving, enhancing and innovating customer interactions. Your role will involve collaborating with various stakeholders and participating in project activities within a Customer Care department. With your customer-focused approach, stakeholder & project management expertise and analytical skills, you will be an advocate for our customers and contribute to the development of smooth and enjoyable customer experiences.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit.
We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.
do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy
Our employee resource groups: https://corporate.zalando.com/en/our-impact/our-employee-resource-groups
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
Build strong relationships and effective communication channels between Customer Care and Markets, and facilitate ongoing discussions. Your efforts will enhance understanding, inform decisions and improve the customer experience
Support insights-based action and decision-making with stakeholders across Customer Care and Markets
Contribute to the identification of high-impact CXM initiatives. Design and lead end-to-end cross-functional projects with subject matter experts to meaningfully improve the customer experience
WE’D LOVE TO MEET YOU IF
You have successfully completed a MSc. or MA in Business, Economics or a comparable field of study and collected a minimum of 5 years of relevant working experience at an established company in e-commerce, fashion or consulting
Manage multiple stakeholders across all levels of seniority and have a proven track record in terms of project implementation
Proficiency in managing ambiguity and working in dynamic environments
Showcase an analytical approach in the decisions you take - numbers are the foundation of our work
Exceptional written and oral communication skills in English, an additional European language is a plus
OUR OFFER
Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
Employee shares program
40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
2 paid volunteering days a year
Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration
Work from abroad for up to 30 working days a year
27 days of vacation a year to start
Relocation assistance available (subject to prior agreement)
Family services, including counseling and support
Health and wellbeing options (including Gympass)
Mental health support and coaching available
Drive your development through our training platform and biannual peer-to-peer review
Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us