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
Zalando outsources the majority of human handled customer care contacts. Aiming for memorable customer experiences, our Service Provider Management Team manages the outsourcing and partnership with the Service Providers.
WHAT WE'D LOVE YOU TO DO (AND LOVE DOING)
As Lead Service Provider Manager (SPM), you will shape our outsourcing strategy, focusing on creating, maintaining, and developing a global Service Provider (SP) network. Your goal is to foster win-win relationships with SPs that excel in both efficiency (cost/effort) and effectiveness (value added). Budget planning and adherence are naturally part of your responsibilities.
You will lead a team of Service Provider Managers overseeing operations of Zalando’s customer care Service Provider landscape (operations, quality assurance, invoicing, compliance), including monitoring, analysing and evaluating SP performance against a set of KPIs (SL, CSAT etc.). You are expected to develop performance management models in accordance with changing business needs.
You will be heavily involved in shaping and managing terms and conditions, contract and scope changes, regulatory adherence, and performance against agreed contractual and commercial arrangements.
You will contribute to shape Zalando’s strategy and ensure its reflection across the global network and adherence to regulatory and Zalando requirements (labor laws, Zalando’s Social Standards & do.MORE Strategy, BCP).
You will have an active role in jointly initiating and executing projects or programs that will enhance the social, cultural, or economic well-being of Zalando’s Customer Care and Zalando as a whole.
WE'D LOVE TO MEET YOU IF…
You have proven experience in Service Provider Management as a client/provider.
You have solid numerical and excellent analytical skills, including the ability to plan budgets and scenarios for use cases.
You have exceptional people and communication skills, well-trained cultural sensitivities, and awareness of current global affairs.
You have a proven track record in long term Relationship Management.
You collaborate effectively and work autonomously.
You enjoy getting the job done.
You are passionate about creating memorable customer experiences and enhancing operational efficiency.
You are fluent in English. Knowledge of any other European language is a plus.
You are available to travel within and outside of Europe approx. 2-3 weeks per quarter.
If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this role!