About Company
Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in 2008 in Berlin, we bring head-to-toe fashion to almost 50 million active customers across 25 markets, offering a vast and diverse assortment of apparel, footwear, accessories, and beauty products. Our mission is to re-imagine fashion for the good of all, creating a platform that is diverse, inclusive, and sustainable. We are driven by a profound passion for technology and innovation, continuously evolving our services to provide an unparalleled shopping experience that is both inspiring and convenient. At Zalando, you’ll be an integral part of a dynamic, international team that thrives on creativity, collaboration, and a shared vision of connecting customers with the fashion they love. We are committed to fostering an environment where our employees are empowered to grow, learn, and contribute meaningfully to shaping the future of fashion e-commerce.
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Job Description
Are you passionate about understanding customer behavior, dedicated to fostering lasting relationships, and driven by data-driven insights? Zalando is seeking a proactive and highly analytical Customer Retention Specialist to join our thriving Customer Experience team in our Berlin headquarters. In this pivotal role, you will be instrumental in deep-diving into customer data to analyze churn patterns, developing innovative strategies to re-engage at-risk customers, and ultimately enhancing the long-term lifetime value of our extensive customer base. You will operate at the intersection of data science, marketing, and customer service, leveraging powerful insights to design, implement, and meticulously optimize targeted retention campaigns across various digital channels, including email, push notifications, and in-app messaging. This is an exciting opportunity for an analytical mind with a strong, unwavering focus on customer satisfaction to make a significant and measurable impact on our business’s long-term sustainability and growth. You will collaborate closely with our marketing, product development, and analytics teams to ensure a cohesive, compelling, and consistent customer journey that drives loyalty. If you thrive in a fast-paced, evolving environment and are eager to contribute your expertise to a company that’s consistently redefining fashion e-commerce, we strongly encourage you to apply. Join us and help shape the future of customer loyalty at Zalando.
Key Responsibilities
- Conduct in-depth analysis of customer data to identify key drivers of churn, segment customer groups based on their retention risk, and pinpoint opportunities for re-engagement.
- Develop, execute, and continuously optimize creative and data-informed retention strategies and campaigns across multiple customer touchpoints (e.g., email, push notifications, social media, in-app messaging).
- Rigorously monitor the effectiveness of all retention initiatives, including designing and implementing A/B tests, and accurately report on key performance indicators (KPIs) such as churn rate, customer lifetime value (CLTV), and re-engagement rates to stakeholders.
- Collaborate seamlessly with Marketing, Product, Data Science, and Customer Service teams to integrate retention efforts into the broader customer journey, product development cycles, and service improvements.
- Conduct ongoing competitive analysis and research emerging market trends, consumer behaviors, and technological advancements to identify new opportunities for enhancing customer engagement and loyalty programs.
- Proactively identify and champion improvements in the overall customer experience that demonstrably impact retention rates and customer satisfaction.
- Establish and manage robust customer feedback loops, utilizing insights to understand customer pain points, validate hypotheses, and inform strategic adjustments to retention efforts.
- Clearly present findings, actionable insights, and strategic recommendations to senior stakeholders across the organization, fostering a data-driven and customer-centric approach to loyalty and retention.
Required Skills
- Minimum of 3 years of hands-on experience in a dedicated customer retention, CRM, or customer success role, preferably within the e-commerce or a subscription-based business model.
- Demonstrated strong analytical skills with advanced proficiency in data analysis tools (e.g., Excel, Google Analytics, SQL, Tableau, Power BI) to extract, interpret, and visualize data.
- Proven track record in designing, executing, and optimizing targeted customer lifecycle and retention campaigns from conception to implementation.
- Exceptional communication and interpersonal skills, with the ability to effectively collaborate and influence cross-functional teams and present complex information clearly.
- Demonstrated ability to proactively identify customer pain points, understand underlying causes, and develop creative, effective solutions.
- Professional working proficiency in English, both written and spoken, is mandatory for our international environment.
- Strong project management skills, including the ability to prioritize tasks, manage multiple initiatives simultaneously, and meet deadlines in a dynamic setting.
Preferred Qualifications
- Bachelor's or Master's degree in Marketing, Business Administration, Statistics, Economics, or a closely related quantitative field.
- Direct experience with enterprise-level CRM platforms (e.g., Salesforce Marketing Cloud, Braze, Iterable) and marketing automation tools.
- Familiarity with A/B testing methodologies, multivariate testing, and conversion rate optimization (CRO) principles.
- Fluency in German or another major European language (e.g., French, Dutch, Polish) is a significant advantage.
- A deep understanding of the fashion e-commerce landscape, consumer psychology, and evolving customer behaviors.
Perks & Benefits
- A competitive salary package, including performance-based bonuses and eligibility for stock options.
- Comprehensive health insurance and robust retirement plans to ensure your well-being.
- Generous employee discounts on Zalando products, along with access to partner discounts.
- Extensive learning and development opportunities, including internal academies, mentorship programs, and external training budgets.
- Flexible working hours and a progressive hybrid work model that balances office presence with remote work flexibility.
- Annual paid leave, paid sick leave, and family-friendly policies designed to support your work-life balance.
- Access to a vibrant, diverse, and international community of passionate professionals.
- Modern, inspiring office spaces equipped with amenities like fitness studios, healthy food options, and dedicated chill-out areas.
- Comprehensive relocation support for international candidates joining us in Berlin.
How to Apply
Eager to make an impact on customer loyalty at Europe’s leading fashion platform? Please click on the application link below to submit your resume and a compelling cover letter detailing your relevant experience, your passion for customer retention, and why you are the ideal candidate for this pivotal role. We eagerly look forward to reviewing your application!
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