ABOUT THE TEAM AND ROLE
The Recommerce team operates within Zalando’s Proposition unit and is responsible for building and scaling Zalando second-hand solutions. Our unit is composed of two main propositions. With the Pre-owned Category, we offer buyers access to a selection of 250k+ items in like-new conditions at Zalando’s level of convenience. With our Trade-in service, we allow sellers to declutter their wardrobe fast and risk-free from gently worn pieces they no longer wish to wear. By being a part of the Recommerce team, you will be at the forefront of our endeavour to transform the fashion industry. Your contributions will be instrumental in shaping these propositions and making a significant impact in the way Zalando is planning to win in the second hand space.
You will be part of the Recommerce Operations Team that is responsible for the inbound processes of our pre-owned items. As an Onboarding Success Manager, you'll ensure a smooth and efficient end-to-end digital onboarding journey. You'll proactively identify and resolve roadblocks, collaborating extensively with internal teams (Supply, Logistics, CX) and tech partners. Your mission? To optimise the onboarding experience, enhance data quality, streamline processes, and minimise friction at every turn.
Key Responsibilities:
Own and optimize Recommerce Onboarding: Oversee the end-to-end onboarding of pre-owned items, from digital creation to supply chain integration, ensuring smooth, efficient processes and 100% success
Drive operational excellence: Monitor key performance indicators (KPIs), proactively identify and resolve issues, and ensure all operations align with sustainable and cost-effective practices
Enhance content and data quality: Ensure content compliance with global guidelines, conduct quality checks on new articles, and resolve content-related issues to improve customer experience
Lead continuous improvement: Identify and propose scalable solutions for process optimisation and automation across onboarding and supply chain, focusing on root cause analysis and systemic solutions
Collaborate and communicate: Work closely with cross-functional teams (Supply, Logistics, CX) and stakeholders, providing regular reports and presentations on onboarding performance and process improvements
Tools and System Ownership: Serve as the subject matter expert and primary point of contact for onboarding-related tools and platforms.
What We’re Looking For:
Proven experience in supply chain operations, process management, or a similar role focused on optimising complex workflows
Strong analytical skills with the ability to monitor KPIs, identify trends, and derive actionable insights. Comfortable working with digital platforms, troubleshooting data inconsistencies.
Exceptional problem-solving abilities and a proactive approach to identifying and resolving bottlenecks
Excellent communication and interpersonal skills to collaborate effectively with diverse internal and external teams
Change management: Ability to support initiatives through change, communicate across functions, and balance short-term fixes with long-term scalability.
Experience in documentation and creating clear guidelines
Passion for sustainability and experience in handling pre-owned items or similar processes is a plus
You communicate effortlessly in English - German is a plus
We will only consider applications via the official portal. Applications via email will not be considered.
