Lead Learning and Development

vor 1 Woche

Berlin, Deutschland Zalando Vollzeit

**THE ROLE & THE TEAM**:
As **Lead Learning and Development (all genders) - Customer Care **your primary responsibilities will include developing and implementing training programs for customer service representatives, including onboarding, product knowledge, and customer service skills. You will work with management to identify training needs and gaps within the customer service team, and collaborate with cross-functional teams to ensure that customer service training aligns with company goals and objectives. Your responsibilities will also include the creation and improvement of the framework to measure the effectiveness of training programs and make subsequent necessary adjustments. You will manage the budget for customer service training, keeping up-to-date with industry best practices and trends, and provide ongoing coaching and support to customer service representatives to help them develop their skills and achieve their full potential.

**INCLUSIVE BY DESIGN**:
**WHY YOU SHOULD BE INTERESTED**:

- Foster and enhance our safe, agile and adaptive work environment and our innovation-friendly culture of feedback and transparency that embraces creative thinking and challenges the status quo.
- Lead the L&D team to deliver high-quality, learner-centered and efficient learning solutions adapted to the fast-changing business environment.
- Contribute to the organization's long-term strategy by aligning overarching business goals and the enablement of inhouse and external Customer Care Agents.
- Drive the development, definition, tracking and assessment, through metrics, of the impact of learning solutions and establishing a framework for continuous improvement.
- Establish and strengthen close relationships with relevant stakeholders, proactively gathering feedback and appropriate metrics to continuously improve the impact of the L&D function, approach and performance.

**WE'D LOVE TO MEET YOU IF**:

- 5 years of practical experience in L&D or Training area, preferably in Customer Care from which 3 years leading an international team.
- You are passionate about customer obsession, innovation and creative ways of working.
- You are able to thrive in a dynamic, challenging, fast-changing work environment
- Your strategic thinking is driven by a data informed decision making process.
- You have excellent communication skills in written and spoken English.
- You have strong organizational skills and the ability to identify and coordinate development measures and process improvement.

**ZALANDO BENEFITS**:
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 Zalando Lounge, discounts from external partners
- 2 paid volunteering days a year
- Hybrid working model with 60% (or more) 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
- Family services, including counseling and support
- Health and wellbeing options (including Gympass)
- Mental health support and coaching available
- Drive your development through our training platform and biannual peer-to-peer review

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