As Lead Customer Care Incident Management (All Genders) you will be leading a team of 4 that interacts with different business units at Zalando when it comes to identifying, collecting and mitigation business incidents and challenges that occur on the many interfaces we have to our Customers’. With your team you ensure timely and proper resolution of incidents and irregularities, e.g. when it comes to targeted communication about delivery delays or specific, event-driven work instructions to our Customer Care teams. In addition, you identify patterns of defects to ensure orderly follow up and resolution and work on measures to mitigate negative customer experiences in the future and avoid unnecessary contacts for Customer Care.
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)
Responsible for the coordination and resolution of Customer Facing Incident Management across Zalando Customer Care and Zalando in surfacing and resolving situations that require targeted Customer communication and to teams
Central point of contact for intake, distribution and reporting of business incidents between several Zalando business units, Being able to take complex incidents and simplify them for clear and effective communication to relevant stakeholders
Building of playbooks to address recurring customer critical events to increase resolution times, standardize our approach, create post mortem summaries and follow up actions
Leading and developing the team and team members by building healthy -inclusive environment and promoting diversity
Being able to independently handle high-pressure incidents, managing communication, providing updates to senior management and initiating escalations effectively and efficiently when necessary
WE'D LOVE TO MEET YOU IF
3+ years Leadership experience of Customer Care/Contact Center, Logistics, Incident Management or Process Management teams, ideally with a PMO background, managing stakeholder structures across several teams
Strong business and customer focus with demonstrated data-driven decision making or quantitative analysis skills
High attention to detail while comfortable with “hands-on” management of tasks, and proven ability to manage multiple, competing priorities simultaneously.
Great leadership skills, passion to build and strengthen a diverse team
Excellent verbal and written communication in English, German (would be a plus) used to distill complex information into clear and compelling narratives, making it accessible and relatable to their audience.
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
