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.
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
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.
**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.
**Implement a customer care strategy**: Transition our operations from reliance on a single vendor (PaCa) to a multi-vendor model (PaCa + CuCa) by integrating the cooperation with our internal CuCa department (customer care).
**Achieve financial objectives**: Manage budgets effectively, analyze performance data, identify variances, and implement corrective actions. Oversee external vendor budgets and internal team resources to align with financial targets and merchant expectations
WHY YOU SHOULD BE INTERESTED
You have relevant experience designing client experience and optimizing communication channels and processes.
You have relevant experience managing operational customer service teams, B2B experience a plus.
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).
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 possess excellent communication skills and you use them to move the company forward
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.
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 Zalando Lounge, 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 (for Zalando SE)
Family services, including counseling and support
Health and wellbeing options (including Gympass)
Mental health support and coaching available