Customer Relations Lead (all genders)

Role: As a Customer Relations Lead, you will lead a group of Customer Relations Experts across assigned markets or functions, ensuring operational performance, customer service quality, and professional development of the team. You will shape strategy implementation, resolve complex issues, and collaborate across departments to improve tools, processes, and customer satisfaction. Responsibilities: - Lead and develop a team of Customer Care experts, providing coaching, feedback, and career development. - Drive operational excellence by overseeing daily operations, ensuring quality, efficiency, and compliance standards, supporting workforce planning and issue resolution. - Monitor and improve KPIs, track performance, initiate improvement plans, and optimize processes. - Lead strategic initiatives and cross‑market projects to optimize service operations using data‑driven insights. - Collaborate with cross‑functional teams, communicating needs and updates, contributing to continuous improvement. - Solve problems, supervise critical incident handling, identify defects and process gaps, and represent Customer Relations in stakeholder forums. Qualifications: - Minimum 3‑5 years of experience leading Customer Service teams, preferably managing other leaders. - Proven track record in people development, mentoring and coaching high‑potential team members. - Strong understanding of Customer Service KPIs and operational metrics; experience managing performance against targets. - Experience leading strategic initiatives or change programs with measurable impact. - Excellent stakeholder management and cross‑functional collaboration skills. - Strong organisational, communication and time‑management abilities; business‑level English (additional languages a plus). - Customer‑centric mindset with high business acumen. - Analytical thinker with problem‑solving orientation. - Additional benefit: experience in Quality Assurance. - Proficient with common office suites (e.g., G Suite). What We Offer: - Employee shares program. - 40% discount on fashion and beauty products, 30% discount on Lounge by Zalando, and external partner discounts. - Two paid volunteering days per year. - Up to 30 days of work‑from‑abroad per year. - 27 days of vacation (starting) for full‑time employees. - Relocation assistance (subject to agreement). - Family services, counseling and support. - Health and wellbeing options, including Wellhub (formerly Gympass). - Mental health support and coaching. - Development opportunities via training platform and biannual peer‑to‑peer review.