Director Customer Enablement (all genders) in Cheltenham

ABOUT TRADEBYTE

At Tradebyte, we work with the biggest players in e-commerce - from trendsetting fashion brands to major online retailers. Our goal is to create a workplace where everyone feels valued, supported, and empowered. We offer flexible work schedules, professional development opportunities, and a real commitment to work-life balance. We embrace diverse perspectives and ensure that every voice is heard and respected, because you’re unique and that matters to us. As we continue to grow, we’re looking for new colleagues who share our passion. Love what you do - do what you love. Join Tradebyte, an independent company within the Zalando Group!

THE ROLE AND THE TEAM

As the Director of Customer Enablement, you will be the strategic leader at the intersection of customer, product, and technology. Your main task is to scale and optimize request, support and daily operating customer-facing processes post-initial sale in close handshake with the Customer Success Management Team. You will define the strategy, implement an AI-powered ITSM infrastructure, and ensure that our Support and Customer Education functions become a competitive advantage.

• Strategic Focus: Knowledge & Customer Expertise
• Elevate Operational Excellence: Champion the strategy of developing customer-facing teams into deep product and problem-solving experts, establishing support as a core knowledge center within the organization.
• Optimize Resolution Pathways: Drive down operational inefficiency and customer friction by empowering the team to understand the root cause of customer issues, thereby eliminating repeat contacts and support loops.
• Accelerate Value Delivery: Implement frameworks and processes that enable fast, accurate, and high-quality solution delivery, ensuring rapid time-to-value for customers.
• Define CX Leadership: Be accountable for using knowledge as the primary lever to elevate the overall Customer Experience (CX), transforming support interactions from transactional fixes into moments of trust and expertise.

INCLUSIVE BY DESIGN

If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles! At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce – one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity, and we actively seek out talent from all backgrounds.

We actively seek to reduce bias in our hiring and employment processes, focusing on your qualifications, skills, and contributions. To support this, we kindly ask that you refrain from including personal details such as your photo, age, or marital status in your CV, ensuring a fair and equitable evaluation based solely on your abilities and potential. We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you.

Discover more about our commitment to creating a diverse and inclusive workplace: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Strategy, Leadership, and Vision
• Manage relationships/agreements with customers focusing on delivering 100% customer satisfaction.
• Develop and execute a forward-looking Customer Operations Strategy (Service, Support, and Education) that supports business growth within the SaaS environment and maximizes Customer Lifetime Value (CLV).
• Disciplinary and functional leadership of Team Leads across Service Operations and Customer Education, as well as the strategic management of APM interfaces.
• Ownership of the Operations budget, resource planning, and the definition and adherence to critical SLAs and KPIs (e.g., CSAT, First Contact Resolution Rate, MTTR).
• Accountability to optimize the cost of service per interaction, driving down operational expense/cost to serve as automation is introduced.

• ITSM Transformation and Scaling
• End-to-end responsibility for the deployment and continuous development of an AI-First ITSM platform (based on Salesforce, Atlassian Suite and tools of your choice).
• Design and implement new, lean processes based on modern frameworks (e.g., ITIL 4), with a clear focus on automation and self-service.
• Strategic utilization of Artificial Intelligence (AI) to automate first-level support, optimize ticket triage, and enable proactive support (e.g., predictive service and transparently communicate ROI of ITSM investment).

• Process and Application Management
• Ensure operational excellence and the stability of all customer services.
• Work closely with the Product & Engineering Team to optimize processes at key interfaces (Incident Management, Problem Management, Change Management).
• Oversee the stability of critical applications (Application Management) and ensure effective communication between Engineering and customers during outages.

• Customer Education & Enablement
• Strategic leadership of the Customer Education area to ensure that customers and partners are optimally trained and enabled (e.g., through knowledge bases, on-demand videos, and scalable training programs).
• Utilize customer data and support insights to identify friction points in our products and feed them directly into the product roadmap (Voice of the Customer).

WE'D LOVE TO MEET YOU IF...

• Experience: Several years (minimum 7+ years) of disciplinary and strategic leadership experience in Customer Service, Customer Operations, or IT Service Management within a SaaS or technology company.
• ITSM Expertise: Proven experience in the conceptualization, selection, and implementation of Enterprise ITSM solutions.
• Tech Affinity: Excellent understanding of modern IT architectures, APIs, and the role of Generative AI/ML in customer service.
• Leadership Style: Ability to inspire and lead multi-disciplinary teams (Service, Support, Training) in a high-velocity environment.
• Communication: Excellent communication and stakeholder management skills to transparently communicate complex issues to the C-level, the team, and customers.
• Education: Completed degree (Business Administration, Business Informatics, Engineering, or comparable). ITIL certifications are a plus.

OUR OFFER

Tradebyte provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about 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