Director Platform Experience and Conformity

at  Zalando

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

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. Learn all about Zalando and our values here: https://jobs.zalando.com/en/our-culture

• 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
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Wellhub “Gympass")
• Mental health support and coaching availabl