Team Lead B2B Merchant Support

THE ROLE & THE TEAM
The ZEOS Logistics department is responsible for all partner-facing Zalando Logistics Solutions. By uniting these services under a single umbrella, we provide a more holistic approach to deliver the optimal fulfilment solution to meet our partners' needs, and leverage common services to enable partner program growth.
Over the last years, we learned that solving fulfilment-related challenges for the good of our partners helps us to fuel the growth of our platform. Strengthened by this successful growth, we have started the next step in our journey - expanding our business outside of the Zalando ecosystem, exploring both physical and digital services.
As a Team Lead B2B Merchant Support (all genders), you are responsible for providing the best in class service to our B2B clients. You will be responsible for designing, implementing and constantly improving our approach of supporting our B2B clients, in a scalable way. The Team Lead has the responsibility to supervise and optimize operational and qualitative support performance, service proposition, identify defects and improvement opportunities along all touchpoints, and support in driving mitigation of client-facing issues with multiple stakeholders from different functions within the respective scope. Your skills and experience will help to lead, develop and motivate multiple team members. You will be managing external vendors, communicating expectations, and performing appraisals and job reviews. You meet vendor financial objectives by forecasting requirements, prepare annual budgets, and schedule expenditures.
Driving real time management of Operations is your passion, you are excellent in identifying process improvement opportunities and are extremely customer centric, as well as passionate of envisioning, designing and driving change through the implementation of complex projects, always with the end result in mind: improving our service and communication processes in a sustainable way. INCLUSIVE BY DESIGN
WHY YOU SHOULD BE INTERESTED
You have relevant experience designing client experience and optimizing communication channels and processes. Including, but not limited to: decision on channels to use, tooling, scope, service level agreements and tone of voice.
You have relevant experience managing operational customer service teams, B2B experience a plus, e.g. you have relevant experience in operational roles in management positions such as a Team Lead Customer-/Partner Care or comparable departments/responsibilities.
You are experienced in successfully leading others in an Operations environment. You have driven change in the past, while at the same time, have run Operations efficiently (real time Operations management vs. driving long term projects) and have experience in managing broad stakeholder structures across several teams and business units. You’re able to adapt and succeed in a changing environment.
You have the analytical skills and the ability to manage complexity, with the purpose of delivering higher quality service while reducing cost-to-serve. You have been a leader of transformational projects, where using analytical skills were relevant for decision making.
You possess excellent communication skills and you use them to move the company forward: you can present with clarity your ideas, verbally and in writing and facilitate decision making in a timely manner. Fully fluent in English, German is an advantage but not required
You are experienced in resource planning for delivering business objectives and service level agreements.
You have experience working on a tooling landscape that enables customer/partner services. Salesforce experience is a plus. WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
Be the voice of the merchant
Challenge the status quo and advocate for merchant needs across the organization, ensuring their perspectives are integrated into decision-making and operational improvements.
Team spirit
Be a collaborative team player who thrives in a diverse, inclusive environment, contributing to a supportive and innovative culture.
Cultivate operational excellence
Foster a culture of process optimization within your merchant support area by leveraging your expertise in driving measurable improvements. Deliver business goals while enhancing efficiency and quality in merchant support.
Master problem-solving with unstructured challenges
You will need a deep understanding of both internal and external operations to effectively address out-of-process issues. Given the dynamic nature of our operations, you will navigate variable and complex situations, providing tailored solutions to support our merchants.
Be the forefront of the AI revolution for merchant support
Be at the forefront of innovation by shaping the vision, testing, and implementing AI initiatives both internally and externally. Your insights and guidance will be critical to driving the adoption of AI, enhancing efficiencies and value for merchants.
Implement