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For Companies At a Glance
- Tasks: Lead customer enablement strategies and optimise support processes for a top e-commerce company.
- Company: Join Tradebyte, a dynamic player in the e-commerce sector within the Zalando Group.
- Benefits: Enjoy flexible work, discounts, 27 vacation days, and professional development opportunities.
- Why this job: Make a real impact on customer experience while working with cutting-edge technology.
- Qualifications: 7+ years in customer service leadership and ITSM expertise required.
- Other info: Hybrid working model and a commitment to work-life balance.
The predicted salary is between 72000 - 108000 ÂŁ per year.
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.
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) e.g. 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
Director Customer Enablement - Tradebyte (all genders) in Cheltenham employer: Zalando GmbH
Contact Detail:
Zalando GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director Customer Enablement - Tradebyte (all genders) in Cheltenham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Tradebyte on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Tradebyte's culture and values. They love innovation and customer focus, so think of examples from your past that showcase these traits. Show them you’re not just a fit for the role, but for the team!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are talking about your experience and how it aligns with the Director of Customer Enablement role, the better you'll perform.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement about the role can leave a lasting impression. Plus, it shows you’re genuinely interested in joining the Tradebyte family.
We think you need these skills to ace Director Customer Enablement - Tradebyte (all genders) in Cheltenham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Director of Customer Enablement role. Highlight your experience in customer service and ITSM, and show how your skills align with our mission at Tradebyte.
Showcase Your Leadership Style: We want to see how you inspire and lead teams! Share examples of how you've successfully managed multi-disciplinary teams in fast-paced environments, and how you’ve driven operational excellence.
Demonstrate Your Tech Savvy: Since this role involves AI and ITSM platforms, don’t forget to mention your experience with modern IT architectures and any relevant tools you've used. We love tech enthusiasts who can leverage these tools to enhance customer experience!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Tradebyte!
How to prepare for a job interview at Zalando GmbH
✨Know Your Stuff
Make sure you’re well-versed in Tradebyte’s products and services. Familiarise yourself with their customer enablement strategies and how they integrate AI into their ITSM processes. This will show that you’re not just interested in the role, but also in how you can contribute to their mission.
✨Showcase Your Leadership Style
Prepare examples of how you’ve successfully led teams in high-pressure environments. Highlight your ability to inspire and manage multi-disciplinary teams, as this is crucial for the Director of Customer Enablement role. Be ready to discuss your approach to fostering a culture of operational excellence.
✨Communicate Clearly
Practice articulating complex ideas simply and effectively. You’ll need to demonstrate excellent communication skills, especially when discussing how you would handle stakeholder management and communicate with C-level executives. Clear communication can set you apart from other candidates.
✨Emphasise Customer-Centricity
Be prepared to discuss how you’ve previously improved customer satisfaction and reduced friction points. Share specific metrics or outcomes from your past roles that illustrate your commitment to enhancing the customer experience. This aligns perfectly with Tradebyte’s focus on delivering 100% customer satisfaction.
