Lead Data Analytics Forecasting WFM (all genders)

In the heart of Berlin, we always have our finger on the pulse. The customer service at Zalando and Zalando Lounge is the voice and ear of Europe's leading online fashion platform. We impress with our understanding and expertise. We create a unique shopping experience and take feedback seriously to optimise our services and processes. We are proud of what we do and we turn our customers into fans.

In the workforce management department, we are the strategic heart of customer care. Strategic capacity planning, accurate staffing and speedy responsiveness to the Customer Care Operations teams are our core mission.The forecasting team is responsible for analysing trends and forecasting the demand for the organisation, providing analytical support to our customer care operations functions.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit. 

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process. 

do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy
Our employee resource groups: https://corporate.zalando.com/en/our-impact/our-employee-resource-groups

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

In our role as Lead Data Analyst Forecasting you will manage a team of data analysts dedicated to create forecasts and provide analysis to ensure operational results are achieved.

• Take the lead in designing project plans to forecast and analyse the expected contacts volume for our internal teams and outsourcing partners, to be used by other teams to plan capacity in a large scale multi site customer care structure.

• Mentor, coach and manage your team of data analysts, fostering their career progression, creating a safe, collaborative and inclusive environment and developing a team purpose that helps drive the engagement and wellbeing of your team.

• Design research and experimentation plans and select the most appropriate methodologies and metrics to gain insights on our data, related to customer service demand.

• Translate business problems into a sound analytical approach, and drive business initiatives connected to your domain area of expertise.

• Drive and coordinate long term strategic improvements that enhance and enable effective processes not only in your team and department, but for the whole business unit.

WE'D LOVE TO MEET YOU IF

• At least 2 years experience in leading an analytical team.

• Bachelor's degree in business, statistics, mathematics, engineering, computer science or another quantitative field.

• Programming skills: experience and proficiency of Python, SQL is a must.

• Experience with database management systems. 

• Data acquisition: you have experience with defining data requirements (i.e. tracking data) and creating simple ETLs. 

• Data visualisation: experience with any data viz tool such as Microstrategy, Looker, PowerBI, Tableau.

• Predictive analytics: experience with predictive algorithms and time series forecasting. Experience with other Machine Learning use cases will be considered a plus.

• Profound experience in translating general business problems and hypotheses into analysis and actionable insights, tackling complex problem statements and bringing concise decision proposals and recommendations forward to drive effectiveness/efficiency for your (stakeholder’s) department.

• You are confident that you can build an in-depth understanding of your domain area (customer care and time series) and know how to enable your department and its stakeholders to reach business objectives and create impact.

• Great communication skills in an intercultural and diverse environment, fluency in English.

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.

• Employee shares program

• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners

• 2 paid volunteering days a year

• Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration

• Work from abroad for up to 30 working days a year

• 27 days of vacation a year to start

• Relocation assistance available (subject to prior agreement)

• Family services, including counseling and support

• Health and wellbeing options (including Gympass)

• Mental health support and coaching available

• Drive your development through our training platform and biannual peer-to-peer review

Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us