Zalando

As a Senior Customer Experience (CX) Manager, you will play a key role in shaping and executing our customer experience strategy. Your ability to translate customer insights into action, collaborate with senior stakeholders, and drive impactful improvements will be essential to our success.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion

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

• Leverage your analytical skills to interpret data, identify trends, and uncover actionable insights that drive continuous improvement in the customer experience.
• Contribute to the development and execution of strategic CXM initiatives aimed at enhancing the customer experience and supporting business growth.
• Collaborate with diverse stakeholders at all levels, effectively managing expectations, fostering cross-functional alignment, and advocating for customer-centric decision-making.

WE’D LOVE TO MEET YOU IF

• You hold an MSc or MA in Business, Economics, or a related field and bring at least 5 years of experience in e-commerce, fashion, or consulting at an established company.
• You excel at managing multiple stakeholders across all seniority levels and have a strong track record in driving projects to success.
• You take an analytical approach to decision-making—numbers are at the core of everything we do.
• Exceptional written and oral communication skills in English, an additional European language is a plus

If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!

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 Lounge by Zalando, 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 to start for full-time employees
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Wellhub, formerly Gympass)
• Mental health support and coaching available
• Drive your development through our training platform and biannual peer-to-peer review

Recruiter

Phillip Hudewenz

phillip.hudewenz@zalando.de

Please note that all applications from this job page must be completed using the online form - we do not accept applications via e-mail. Once reviewed, our recruiters will contact applicants via an official Zalando email address (@zalando.de).

In some cases we also work with a selection of headhunters and agencies to fill specific roles. Please note that neither Zalando nor our recruiting partners will ask for any kind of payment to apply for a job or attend an interview.

If you have any questions about our recruitment process, please take a look at our FAQ page.

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