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About the Role

As a Customer Relations Lead, you will be responsible for leading a group of Customer Relations Experts across assigned markets or functions. Your main goal is to ensure consistent excellence in operational performance, customer service quality, and the professional development of your team. You will shape strategy implementation, resolve complex issues, and collaborate across departments to improve tools, processes, and customer satisfaction.

Responsibilities

Lead and nurture a team of CuCa Experts, empowering them to thrive in a results-driven yet flexible environment.
Provide consistent coaching, structured feedback, and career development opportunities.
Encourage self-management and ownership, enabling the team to meet operational goals through autonomy and accountability.
Foster a culture of continuous growth, high performance, and mutual support.
Oversee daily operations and ensure teams meet quality, efficiency, and compliance standards.
Support in workforce planning, issue resolution, and escalation handling.
Guide teams in solving complex or sensitive customer queries.
Track team performance via productive efficiency and quality KPIs.
Initiate performance improvement plans and implement best practices.
Actively contribute to the development and optimization of operational processes.
Drive and implement cross-market projects to optimize service operations.
Use data-driven insights to propose and execute change.
Ensure alignment with business goals and effective stakeholder management.
Partner with cross-functional teams within Customer Care and beyond.
Communicate team needs, project updates, and strategic priorities.
Contribute to organization-wide continuous improvement efforts.
Supervise critical incident handling and ensure swift, clear communication.
Identify and define Tier 3 defects and process gaps with improvement plans.
Represent Customer Relations in broader stakeholder or cross-department forums.

Requirements

Minimum 3-5 years of experience leading Customer Service teams, preferably with exposure to managing other leaders.
Proven track record of mentoring, coaching and growing high-potential team members.
Strong understanding of Customer Service KPIs and operational metrics.
Demonstrated experience managing performance and delivering against KPI targets.
Experienced in leading initiatives or change programs with measurable impact.
Skilled in stakeholder engagement and cross-functional collaboration.
Ability to effectively manage time, prioritise tasks and utilise resources to achieve goals efficiently.
Adaptability and the ability to understand and communicate the bigger picture and context of changes to your Team, your peers, and other stakeholders, guiding them through transitions effectively.
Strong communication, organization, and time-management skills.
Business proficiency in English; additional languages are a plus.
High business acumen with a strong orientation toward service quality hence customer satisfaction.
Able to handle sensitive, high-risk customer cases effectively.
Analytical thinker with a problem-solving mindset.
Prior experience in Quality Assurance is a benefit.
Experienced in using common office suites (e.g., G Suite).

Skills

Leadership
People Development
Operational Management
Performance Management
Strategic Planning
Change Management
Stakeholder Management
Communication
Organization
Time Management
Customer Service
Problem-Solving
Analytical Thinking
Quality Assurance
G Suite

Location

Pan-European

Work Type

Full-time

Experience Level

3-5 years

Benefits

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
Work from abroad for up to 30 working days a year
27 days of vacation a year
Relocation assistance available
Family services, including counseling and support
Health and wellbeing options (including Wellhub, formerly Gympass)
Mental health support and coaching available
Training platform
Biannual peer-to-peer review

About the Company

Zalando's vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - one that is inclusive by design.

Equal Opportunity

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