Senior CX Manager Propositions (all genders)

As a Senior Customer Experience (CX) Manager for Propositions, you will be a key member of a team dedicated to enhancing, personalizing, integrating, and innovating customer interactions. Your role involves collaborating with various stakeholders and engaging in project activities within a Customer Service Department. With your customer-focused approach, project management expertise, and analytical skills, you will 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 connections and effective communication channels between Customer Care and Consumer Propositions. Facilitate ongoing discussions to exchange both qualitative and quantitative customer insights. By doing so, you’ll play a crucial role in enhancing our understanding of customer needs, contributing to informed decision-making, and ultimately improving the overall customer experience.
• Support insights-based action and decision-making with stakeholders across Customer Care and Consumer Propositions teams.
• Ensure effective operational setup that is aligned with growth objectives and Propositions/Company strategy.
• Design and run end-to-end cross-functional projects to meaningfully improve customer experiences together with subject-matter experts.

WE’D LOVE TO MEET YOU IF…

• With over 6 years of experience, you´ve guided teams and stakeholders through organized project phases to help businesses create outstanding Customer Experiences.
• Facilitating change in core customer service models/processes to evidentially improve customer experience
• Ability to break down problems logically and identify the core issues to be solved. Ability to structure complex data, metrics and information in order to formulate relevant hypotheses to analyze complex issues
• Demonstrating a strong understanding of business KPIs/ their impact and using sound logic to draw conclusions and identify choices to be made

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 60% (or more) 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