THE ROLE & THE TEAM
We’re looking for a dynamic and experienced Creator Support Manager to join us on this exciting journey. As part of the wider Onsite Creator Content (OCC) team, you’ll leverage your expertise to expand Zalando’s Creator Ecosystem, and captivate and inspire the next generation of fashion, beauty, and lifestyle shoppers.
As Creator Support Manager, you’ll be focusing on providing high quality support to our Creators when they have issues. You’ll act as the first point of contact for all technical, operational and financial queries and you will work closely with other Creator Managers and stakeholders to ensure Creators receive timely answers and feel connected to the Zalando brand, empowering them with
the tools, feedback, and resources they need to deliver exceptional content our audience loves.
You’ll be responsible for building up and developing our Creator support tools and processes as well as maintaining all the relevant information documents that a Creator may need to use in order to work with our tools and experiences.
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
● Creator Support. You’ll be responsible for developing our Creator Support processes as well as all the relevant information and FAQs related to our creator tooling including defining applicable SLAs
● Solve something that matters. You’ll be responsible for handling all queries that are directed to the team. You will be able to work with empathy and a dedicated human touch to communicate with the creators, guiding and listening to them, and putting your creators first.
● Put yourself in the customer;s shoes. You’ll act as the first point of contact for our creators working with multiple stakeholders to resolve their queries. You will be the expert on Zalando’s creator toolsets able to answer any question that comes your way.
● Represent the voice of the creator in relevant forums and play an active role in contributing to the overall creator satisfaction metrics.
● Continuous Improvement. You’ll be on the frontline when it comes to working with creators and will be best positioned to identify opportunities to improve our ways of working that you can share with the relevant stakeholders. You will build and transfer knowledge of problems and opportunities relative to creator management (e.g. design and execution of creators’ surveys and interviews) and will contribute to new strategic creator management initiatives.
WE’D LOVE TO MEET YOU IF
● 3 - 5 years of relevant work within fashion, lifestyle or influencer marketing
● You have experience with sourcing and contracting of creators or talent management
● You have a high level understanding of the influencer marketing industry and an eye for great content. You have a good understanding of different types of content e.g. video, imagery or editorial
● You have great organisational and coordination skills, attention to detail and a high level of accuracy ensuring that work is completed on time and in full
● You’re committed to diversity and inclusivity – you’ll share our message of inclusivity and liberation through fashion. You will be an ambassador for this in your output and your internal conduct.
● You want to learn and develop - working in fashion and ecommerce, what’s in one month is out the next. We’ll all be learning new skills together, at every level.
● Communicating with your colleagues in English is a breeze, more language skills are welcome
● You have experience working with Google Sheets, Doc and Slides as well as MS Office.
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 Lounge by Zalando, 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 for full-time employees
Relocation assistance available (subject to prior agreement)
Family services, including counseling and support
Health and wellbeing options (including Wellhub, formerly Gympass)
Mental health support and coaching available
Drive your development through our training platform and biannual peer-to-peer review
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - 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://jobs.zalando.com/en/our-culture/diversity-and-inclusion
