Senior Service Provider Manager Contracts & Sustainability (all genders) - Maternity leave cover Customer Care Berlin

THE ROLE & THE TEAM

The Senior Service Provider Manager (Contracts & Sustainability) leads contract lifecycle management, compliance, and supply chain due diligence across our external Service Provider network. The role focuses on driving partner compliance with Zalando’s Social Standards and GDPR, managing tender and commercial negotiations, and scaling sustainable partner operations.

This role sits within a dedicated, agile Customer Care service provider management team of seven professionals, consisting of five Senior Service Provider Managers and two Leads, all working collaboratively to drive global partner governance, legal alignment, and operational success.

In Customer Care Service Provider Management, we power the human touch of Europe’s leading online fashion platform at scale. Partnering with top-tier global BPO providers across multiple nearshore and offshore locations, our team designs and executes the operational steering models that deliver seamless support to tens of millions of customers. We combine data-driven performance management, financial steering, and rigorous operational governance to ensure our delivery partners operate as true extensions of Zalando. Joining our team means shaping network footprints, scaling innovative service models, and setting European industry benchmarks for operational efficiency and customer trust.

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

• Contract Lifecycle Management: Administer the full lifecycle of a portfolio of contracts between Zalando and Service Providers (SPs), ensuring agreements align with business needs, company values, and legal requirements.
• Tender & Commercial Negotiations: Lead tender activities, authoring, approvals, and signing, while negotiating favorable terms to reduce compliance risks.
• Compliance & Governance: Manage adherence to contractual terms and conditions, including Zalando’s Social Standards, GDPR/DPAs, and internal fraud or security incidents.
• Sustainability Integration: Cascade Zalando's sustainability strategy across the supply chain, from provider selection through to managing non-compliance and corrective action plans.
• Process & System Improvement: Drive continuous improvement of the contract management and due diligence processes, including onboarding and migrating contracts into dedicated contract management platforms.

WE’D LOVE TO MEET YOU IF

• Contract & BPO Expertise: Extensive experience managing service provider contract lifecycles, commercial negotiations, and Service Provider compliance within a BPO or Customer Care environment.
• Compliance & Auditing Skills: Proven track record of auditing, managing social standards compliance, GDPR alignment, and executing corrective action plans with external partners.
• Cross-Functional Collaboration: Strong collaboration skills with the ability to work with subject matter experts across legal, compliance, procurement, and operations.
• Project & Organizational Leadership: Solid project management skills to lead tenders, contract migrations, and multi-stakeholder processes within tight timelines.
• Business & Sustainability Acumen: Ability to translate business requirements into contractual frameworks while advancing supply chain human rights and sustainability objectives.

OUR OFFER

Zalando 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.

• 27 days of holiday a year to start for full-time employees (+1 day for every calendar year up to 30 days)
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
• Family support, including counselling and dedicated services for parents and carers
• Company pension scheme
• Employee shares programme
• Health and wellbeing options, including Wellhub
• Mental health support and coaching
• Development through our training platform and biannual peer-to-peer review
• 2 paid volunteering days a year
• Relocation assistance (subject to prior agreement)

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 European technology platform for fashion and lifestyle – 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