Director Platform Experience and Conformity

vor 7 Monaten

Berlin, Deutschland Zalando Vollzeit

Location

Berlin

Contract

Full time

Job Category

Business Development & Strategy

In recent years, Zalando’s marketplace business has shown rapid growth. This did not only create opportunities for our customers and partners, but also challenges: customer experience still significantly differs depending on the business model, both pre-purchase (e.g., assortment quality, product discoverability and content, size availability, pricing and seasonality) and post-purchase (delivery & return times, merchant cancellation rate, Customer Care experience). Moreover, implementing and reporting on the regulatory & compliance requirements at scale for several thousand of partners has become a major challenge.

**WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)**

To make further headway in upgrading our customer experience with a growing marketplace share, as a Director you will lead the efforts on Platform Experience and Conformity. The scope of the role will include:

- Developing, enforcing and continually improving pre-purchase Platform experience for Zalando customers (e.g. pricing, freshness, article guidelines, assortment relevance)
- Developing, enforcing and continually improving post-purchase Platform experience for Zalando Customers (e.g. dropship delivery and return times, merchant cancellation rate, product quality)
- Translating regulatory and central functions requirements to Zalando Platform business (Partner Program and Connected Retail) by implementing and optimizing enforcement and reporting on new and existing marketplace compliance frameworks and standards (in collaboration with Corporate Governance)
- Owning and continually updating the Platform Rules document which governs how partners operate the Zalando Platform
- Together with Product, developing a coherent and automated governance models (e.g. CXM 2.0; 3C) to ensure policy enforcement and partner enablement at scale via
- Enforcing minimum standards (e.g. max allowed delivery / return lead time per market or min allowed number of images per article)
- Incentivizing partners to invest in customer experience (e.g. incentivizing partners to offer 1 day delivery in the Netherlands or incentivizing partners to submit more than 3 images per article, incl. videos and all relevant data attributes to push CX)
- Ensuring Partners, Partner-facing teams and Zalando Business Leaders understand the changes being implemented and are prepared to handle the implications, incl. execution of complex roll-out plans

**WE’D LOVE TO MEET YOU IF YOU**
- Put yourself in customer AND partner shoes: the role requires strong customer mindset / obsession and strong understanding of our partners business - from P&L management to assortment strategies to logistics & compliance regulations
- Solve something that matters / strategic thinking: Ability to translate strategy driven by markets and propositions into concrete partner policy proposals (in close collaboration with Markets & Propositions); ability to translate regulatory & compliance requirements into concrete partner-facing solutions (in close collaboration with Corporate Governance).
- Act like an owner: Ability to drive trade-off discussions (customer experience vs partner experience vs commercial results) and create sensible plans to implement changes without major business disruption (e.g. sudden MCR decrease for CR from 5% to 1% means 40% of GMV reduction without taking substitution effect into account).
- Fly high & dive deep: highly analytical role as developing policy means diving deep in numbers to understand all the potential edge cases and implications in several different areas of Zalando business.
- Business acumen: Requires strong commercial / business acumen: 1) to anticipate partner behavior and identify policy gaps (e.g. partners increasing black prices in advance of CW to avoid Omnibus repercussions) 2) to anticipate impact the policy will have on the partner commercials and assortment strategy & actions they will do in response 3) understand how customer experience change will translate into commercial impact (e.g. NMV growth) for Zalando.
- Stakeholder management: For most of the policy changes, several (Senior) ‘commercial’ stakeholders are involved: Markets, Propositions, Customer Care (CuCa), Customer Fulfilment (CuFu), Partner Operations, Partner Consulting (PC); collaboration with Product is key and no policy is made without aligning with Corporate Governance stakeholders.
- Execution: Requires strong understanding of how Zalando works to ensure smooth implementation and enforcement (from working with product to develop scalable technical solutions to briefing PaCa and PCs to enable partner support during the policy implementation).

**OUR 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 60% (or more) remote per week,

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