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Zalando Logo Zalando · IT - Administration

Professional Services Lead

Germany, Ansbach Employment contract · Job Posted May 28, 2026
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Job Responsibility

  • Service Model Architecture: You will define the 'blueprints' for our professional services. This includes defining service levels (SLAs), standard operating procedures (SOPs), and the specific value propositions that make these services indispensable to brands
  • Squad Leadership & Incubation: You will lead cross-functional 'strike teams' (squads) to build and launch new services. You will act as the project lead during the pilot phase, personally ensuring the service delivers 'Verifiable Customer Value' before it is industrialized
  • Productizing Expertise: You will translate Tradebyte’s deep fashion and lifestyle knowledge into scalable service products. You will decide which services we build with internal resources and where we leverage Ecosystem Alliances to deliver multichannel success
  • From Pilot to Scalable Product (The Power User): You will serve as the primary Internal Power User for the Product team. You are responsible for translating the manual requirements and 'human-touch' elements of our service pilots into scalable, automated tooling. Your goal is to turn bespoke services into standardized product features that can be deployed across our entire customer base
  • Commercial Design: In collaboration with the VP Commercial + Director Professional Services, you will develop the pricing and commercial models for these services, ensuring they contribute to our Usage Fee acceleration and overall margin health
  • Seamless Operational Handover: Once a service model is proven and stable, you will document the 'Playbook' and lead the transition to the operational teams (Customer Operations & Service), ensuring they are equipped for excellence in the 'Daily Biz' phase
  • Strategic Matchmaking Support: You will ensure our service offering acts as a catalyst for our 'Matchmaking Machine,' helping brands overcome operational hurdles that prevent them from going live on new marketplaces
  • Market & Competitive Analysis: You will stay ahead of industry trends in Retail Media and Marketplace operations, ensuring Tradebyte’s service menu remains the most competitive and innovative in the European fashion ecosystem

Requirements

  • The Hands-on Expert: You despise 'empty' project management. You are a practitioner who understands the granular details of marketplace operations and article data
  • The Builder: You thrive in ambiguity. You enjoy the '0 to 1' phase of a project and have a track record of building processes from scratch
  • Bridge-Builder to Product: You can speak 'developer' and 'customer' simultaneously, ensuring our internal tools evolve to meet the needs of our service teams
  • Entrepreneurial Mindset: You treat every service line like a startup, focusing on speed-to-value, customer feedback, and commercial viability

What we offer

  • 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
  • Hybrid working model - work where it works for you within Germany or the UK, with occasional office attendance required for moments that matter
  • Work from abroad for up to 30 working days a year
  • 27 days of vacation a year to start for full-time employees
  • Relocation assistance available (subject to prior agreement)
  • Family services, including counseling and support
  • Health and wellbeing options (including Wellhub, formerly Gympass)
  • Mental health support and coaching available
  • Drive your development with our training offerings and biannual peer-to-peer review
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