Hello Sabrina, thank you for meeting with us and taking the time to tell us about your role as Floor Specialist. We would love to learn a little bit more about your career at Zalando.
When Zalando opened an Outlet Store right in our shopping district in the autumn of 2023, it was a great opportunity for me. Fortunately, I did not have to relocate for this position, because I was already living in Karlsruhe. I joined Zalando as one of the first employees at the Karlsruhe Outlet store and had the opportunity to be involved in setting up the store for its grand opening and was there to welcome our very first customer.
What do you do at Zalando?
I began my journey at Zalando as a Sales Assistant on the ground floor, working in the women’s shoe section, women’s accessories, home section, and at the cash desk. Early on, I developed a strong interest in the ground floor, or EG Team, and actively pursued my professional development in that direction.
Through dedication and commitment, I quickly advanced to the role of Senior Sales Assistant. In this role, I naturally took on more responsibility for the ground floor. I worked closely with the key KPIs of our company, contributed to the creation of floor plans for my section, and helped optimize product displays.
As of March 1st 2025, I am officially the Floor Specialist for the ground floor, overseeing both the sales floor and the cash desk.
How would you describe your role?
As a Floor Specialist, my role is to ensure that the ground floor runs smoothly and efficiently while providing an optimal shopping experience for our customers. I am a bridge between the team and management, overseeing processes, KPIs, and ensuring that the store standards are met.
How do you identify and think about purpose in your work?
For me personally, purpose in my work comes from knowing that my efforts are contributing to the success of the store and the growth of my team. My role is more than just supervising daily tasks of my team – I help create a positive shopping experience for our customers, support my colleagues in their development, and push them to reach their full potential. At the same time, I ensure that the store operates efficiently every day.
What advice would you give others who want to do what you do?
If I had to give advice to someone willing to do what I do, I would say: don’t wait for opportunities – create them. Be interested in learning beyond your responsibilities and section, ask questions, learn how to communicate effectively, take initiative, and ask for feedback.
In my experience, it is extremely important to put the customer experience first. If you enjoy helping people and creating a welcoming and warm environment, it will only contribute to your team's success. But never forget to stay flexible and always expect the unexpected while still thinking critically and being solution-driven.
How would you describe your team culture?
Even before becoming a Floor Specialist, I was very fond of my team. Before working at the Zalando Outlet, I never worked in an environment where I encountered so many supportive and performance-driven colleagues. What makes our team truly unique is its diversity-we have people of different ages, nationalities, and identities, each of them bringing their own strengths, perspectives, and backgrounds to our team.
We work closely together to ensure the store runs smoothly, always supporting one another to achieve our goals. Communication and teamwork are at the core of our success, whether it’s optimizing the sales floor or assisting customers. I’ve noticed a strong sense of mutual respect, and everyone is encouraged to take initiative and contribute their ideas.
We celebrate our successes together and constantly strive to improve our work environment. I am incredibly grateful to be part of such an inspiring and dedicated team.
What are the unique challenges of working frontline with customers?
We face different situations every day, which brings unique challenges. Every customer is different, so adapting our communication style to meet their needs while maintaining excellent service can be challenging. As employees we are representing Zalando even before the customer enters our store.
Busy periods, such as secret sales, season changes, or weekends can also be challenging. A key part of my role is to provide balance and support to my team, ensuring that we can manage multiple customers while keeping the store organised and fully stocked. In addition, we have to stay on top of any and all process changes.
Working in retail is filled with new experiences, and my responsibility is to bring balance and support to my team. This way, even in stressful situations, we can maintain a positive atmosphere and ensure no one feels overwhelmed, so that we can keep on providing the best customer service for everyone.
What do you like about working in the retail environment?
I enjoy the dynamic and fast paced nature of retail. Every day is filled with new experiences from challenges to our day-to-day tasks. My role and retail in general offer opportunities to engage with customers, enhance their shopping experience, and contribute to the store's success.
How do you practice continuous learning in your work?
I am staying proactive and seeking opportunities to improve my skills and knowledge while staying true to myself. I consistently review and analyze our KPIs to identify areas with room of improvement. I keep myself informed about new promotions, products, and customer service techniques to ensure I provide the best experience for our customers and serve as a positive role model for my team.
Engaging with colleagues and learning from their experiences and perspectives is another valuable way I get insights. Additionally, I remain open to feedback from both my team and management, using it as a tool for personal growth and improvement.
Where do you draw your inspiration from?
Looking back on my life, my biggest inspiration has always been my parents. They left everything behind in their home country, Russia, and came to Germany to give me and my siblings a future filled with opportunities they never had. They sacrificed so much, often putting their own needs aside to provide me and my siblings with the best possible life. Their unwavering belief in me motivates me every day to work hard and make them proud.
Another great source of inspiration for me is my team at work. I deeply care about their well-being and feel incredibly grateful to be part of such a supportive, diverse, and uplifting group of people. No matter how challenging a day might be, they always manage to lift my spirits, make work enjoyable, and create an environment where time flies. Looking ahead, I strive to grow into my full potential as a Floor Specialist and become a strong role model for my team.
What advice would you give to someone in your store, who's recently started or changed their career?
My advice to someone who has recently started or changed their career in our store is to stay true to who they are, be proactive, and open to changes. Retail in general can be fast-paced, challenging, and big on processes, so no one should be afraid to ask questions, reach out for help, or ask for feedback. Always remember that everyone has something valuable to share.
When you start in a retail role at a Zalando Outlet, take the needed time to understand the key processes, from customer service to work ethic on the floor. Be patient with yourself, bring a positive mindset, team spirit, and an open heart – and everything else will come to you.
Would you like to be part of our Outlet team? Learn more about our open positions, locations and teams.
