Zalando

Senior Audience Manager - Active Customer Management (all genders)

Berlin, Berlin, Germany

$130,000 – $180,000Compensation
Senior (5 to 8 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Marketing, E-commerceIndustries

Requirements

Candidates should possess 7+ years of experience in Customer Management or Customer Insight, with a focus on customer journey design, audience segmentation, and creative content development. They should have an analytical mindset and a proven expertise in tracking KPIs and delivering measurable improvements, particularly in full funnel strategies, including conversion rates and engagement metrics. Strong communication and presentation skills, including the ability to present roadmaps and learnings to various stakeholders up to General Management, are required.

Responsibilities

As a Senior Audience Manager - Active Customer Management, the individual will define and lead the customer communication strategy for active customers not enrolled in the loyalty program, creating segment-specific customer journeys and collaborating with a team of marketers and tech consultants. They will oversee the creation and optimization of personalized customer journeys, leveraging data insights to personalize communication and drive continuous improvement in GMV and engagement. The role involves partnering with Customer Analytics to understand customer segments, tracking KPIs, and translating insights into actionable strategies. Additionally, the individual will work closely with Direct Marketing, Pricing, and Product teams to ensure seamless campaign execution and alignment, measuring and reporting the impact of activities, and developing a quarterly roadmap in alignment with the markets.

Skills

Customer Journey Design
Audience Segmentation
KPI Tracking
Conversion Rates
Engagement Metrics
Data Analysis
Customer Insights
Personalized Communication
GMV
Marketing Strategy
Stakeholder Communication

Zalando

European online fashion retail marketplace

About Zalando

Zalando operates as a major e-commerce platform in Europe, focusing on fashion and lifestyle products. It allows customers to shop for a wide variety of clothing, shoes, and accessories from both established and emerging brands through its website and mobile app. The platform generates revenue by selling products directly to consumers and earning commissions from third-party sellers who list their items on Zalando. A key feature of Zalando is its commitment to providing a smooth shopping experience, which includes free delivery and returns, a large selection of products, and personalized recommendations. Zalando Plus, a premium membership program, offers additional benefits like faster shipping and exclusive deals. The company distinguishes itself from competitors by investing in technology and logistics to enhance customer satisfaction and streamline operations.

Key Metrics

Berlin, GermanyHeadquarters
2008Year Founded
$149.8MTotal Funding
IPOCompany Stage
Consumer Software, Consumer GoodsIndustries
10,001+Employees

Benefits

Health Insurance
Unlimited Paid Time Off
Flexible Work Hours
Remote Work Options
Paid Vacation
Hybrid Work Options
Company Equity
Professional Development Budget
Visa Support
Wellness Program

Risks

Acquisition of About You may strain financial resources and affect profitability.
Virtual Fitting Room may face technological challenges and user adoption issues.
Competition from Vestiaire Collective's AI advancements could threaten Zalando's market position.

Differentiation

Zalando offers a seamless shopping experience with free delivery and returns.
The company invests heavily in technology for efficient operations and customer satisfaction.
Zalando's wide selection includes both well-known and emerging fashion brands.

Upsides

Acquisition of About You could expand market share in European fashion e-commerce.
Virtual Fitting Room may reduce return rates and improve customer satisfaction.
Zalando Partner platform could enhance third-party seller experience and increase commission revenue.

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