📊 Strategic Customer Relations Lead (all genders) and People Developer at Zalando in Berlin

Zalando

Berlin

Stichworte

CustomerService
TeamLead
KPIs
Berlin
Zalando
E-Commerce
StakeholderManagement
Leadership
Operations
Coaching

Zusammenfassung

Zalando sucht für den Standort Berlin einen engagierten Customer Relations Lead zur Steuerung und Weiterentwicklung eines Expertenteams. In dieser Schlüsselposition verantworten Sie die operative Exzellenz, optimieren Service-KPIs und setzen strategische Projekte zur Steigerung der Kundenzufriedenheit um. Als Mentor fördern Sie die berufliche Entwicklung Ihrer Mitarbeiter und schaffen ein Umfeld, das Eigenverantwortung und Höchstleistung vereint. Es erwartet Sie eine spannende Aufgabe in einem dynamischen E-Commerce-Umfeld mit weitreichenden Gestaltungsmöglichkeiten.

Benefits und Qualifikationen

Mitarbeiteraktienprogramm
40% Rabatt auf Zalando-Produkte
30 Tage Work-from-Abroad-Option
Relocation-Unterstützung
27 Tage Urlaub
Mental Health Support & Coaching

Stellenausschreibung

THE ROLE & THE TEAM

As a Customer Relations Lead at Zalando, you will spearhead a team of dedicated experts across various markets. Your mission involves ensuring top-tier operational performance, superior service quality, and the continuous professional growth of your team members. By implementing strategic initiatives and resolving complex challenges, you will directly influence customer satisfaction and process optimization within our fashion ecosystem.

WHAT YOU WILL DO

Nurture and empower a team of experts through consistent coaching and structured career development.
Drive operational excellence by overseeing daily performance and ensuring compliance with high-quality standards.
Monitor and optimize KPIs using data-driven insights to enhance service efficiency and implement best practices.
Lead strategic cross-market projects and collaborate with diverse stakeholders to refine service operations.
Act as a decisive problem solver for critical incidents and represent the department in high-level organizational forums.

YOUR PROFILE

Minimum 3-5 years of leadership experience within a customer service environment, ideally managing other leaders.
Proven track record in mentoring high-potential talent and driving performance against clear metrics.
Strong grasp of operational KPIs and a strategic mindset for continuous improvement.
Exceptional stakeholder management skills and the ability to navigate complex organizational structures.
Business proficiency in English combined with analytical thinking and a customer-centric approach.

OUR OFFER

Attractive employee shares program and significant discounts on fashion and beauty products.
Flexible working options, including the possibility to work from abroad for up to 30 days per year.
Comprehensive health and wellbeing support, including mental health coaching and fitness options.
Relocation assistance and dedicated support for family services.
Continuous growth opportunities through our internal training platform and regular peer reviews.

Zalando is an equal opportunity employer that celebrates diversity. We evaluate qualified applicants based on merit and business needs, regardless of background or identity.