AdresseTHE ROLE & THE TEAM
As Senior Lead Training (all genders) - Customer Care , you will lead a team of trainers and instructional designers. Your primary responsibilities will include developing and implementing training programs for customer service reps, including onboarding, product knowledge, and customer service skills. You will 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. You will also create and improve the framework to measure the effectiveness of training programs and make 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 help customer service reps develop their skills and achieve their full potential.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the starting point for fashion - 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://corporate.zalando.com/en/diversity-inclusion
Our employee resource groups: https://corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
- 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 as well as at least 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
- Relocation assistance available (subject to prior agreement)
- 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
Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us
Please note that all applications must be completed using the online form - we do not accept applications via email.
