Community Support, Continuous Improvement Manager (12 Month FTC) at Depop

London, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fashion, E-commerce, MarketplaceIndustries

Requirements

Leadership skills to lead teams through complex problem-solving and change
Experience turning complex problems into simple solutions
Ability to own and deliver a continuous improvement roadmap with benefit tracking
Proficiency in using data from CSAT surveys and operational metrics to identify and prioritise improvements
Skills in creating dashboards to diagnose user pain points and track impacts
Expertise in reviewing, optimising, and streamlining user-facing processes
Experience working with internal teams and outsourced partners for consistency and quality
Ability to develop and maintain high-quality training programmes and guidelines
Strong team leadership and development capabilities
Knowledge of improvement methodologies and change management
Excellent cross-functional collaboration skills, particularly with Product, Engineering, and other business teams
Comfortable in a hybrid role with a minimum of 4 days per month in the London office

Responsibilities

Own and deliver a continuous improvement roadmap, taking initiatives from discovery to delivery with clear benefit tracking and measurement
Lead the team through implementation of key strategic initiatives to transform operational capabilities
Partner with teams across the business (e.g., Product and Engineering) to ensure smooth adoption of new processes and technologies
Use data from CSAT surveys and operational metrics to identify and prioritise improvement opportunities internally and with Product teams
Create dashboard views of service topics to diagnose user pain points and track improvement impacts
Review and optimise user-facing processes for more efficient resolutions
Work with internal teams and outsourced partners to ensure consistency and quality across all touchpoints
Streamline customer-facing communications and develop clear guidelines for maintaining quality
Maintain and improve high-quality training programmes
Lead and develop a team of continuous improvement professionals
Provide guidance on improvement methodologies and change management approaches
Ensure clear communication of changes across all levels of the Customer Experience organisation
Partner closely with cross-functional teams

Skills

Key technologies and capabilities for this role

Continuous ImprovementLeadershipProblem SolvingTeam ManagementCommunity Management

Questions & Answers

Common questions about this position

Is this a remote role or does it require office presence?

This is a hybrid role with a minimum requirement of 4 days per month in the London office, though more frequent visits are encouraged to build collaborative relationships.

What is the employment duration for this position?

This is a 12-month fixed-term contract serving as maternity cover.

What skills and experience are required for this role?

The role requires leadership skills to guide teams, expertise in turning complex problems into simple solutions, and the ability to own and deliver continuous improvement roadmaps with benefit tracking.

What is the team structure for this position?

You'll lead an established team of talented people across process improvement, training, and product operations, reporting to the Head of Operational Excellence.

What makes a strong candidate for this role?

Strong candidates thrive on leading strategic change, partnering across teams like Product and Engineering, and driving operational transformations during a time of significant change.

Depop

Peer-to-peer marketplace for unique fashion items

About Depop

Depop is an online marketplace designed for buying, selling, and discovering unique fashion items, including designer pieces, vintage finds, streetwear, and sneakers. The platform operates as a peer-to-peer marketplace, allowing users to list their items for sale directly to other users. Depop generates revenue by taking a commission on each sale, which aligns the company's success with that of its sellers. The platform primarily targets younger consumers who value sustainability and often seek second-hand fashion items, making it an appealing option for those looking to reduce waste and support independent brands. Additionally, Depop fosters a sense of community among its users, encouraging interaction and connection, which enhances the buying and selling experience. This community-driven approach, along with its focus on unique and sustainable fashion, sets Depop apart from other online marketplaces.

London, United KingdomHeadquarters

2011Year Founded

$97.3MTotal Funding

ACQUISITIONCompany Stage

Consumer GoodsIndustries

1,001-5,000Employees

Risks

Increased competition from eBay may attract sellers away from Depop.

Marketplace fee for UK buyers may deter some users from Depop.

Generative AI development could disrupt traditional resale models, challenging Depop.

Differentiation

Depop targets younger consumers interested in unique, sustainable fashion items.

The platform fosters a community-driven approach, enhancing user experience and engagement.

Depop's commission-based model aligns its success with that of its sellers.

Upsides

Increased interest in sustainable fashion drives more consumers to Depop.

Social commerce rise creates new engagement opportunities with Depop's young audience.

U.S. resale market forecasted to grow, offering Depop significant growth potential.

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