Director Customer Enablement (all genders)d

Zalando; Cheltenham; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading e-commerce technology company in Cheltenham is seeking a Director of Customer Enablement. This role focuses on scaling customer-facing processes, managing customer satisfaction, and implementing innovative ITSM solutions. The ideal candidate will have over 7 years of experience in customer service leadership within a technology context. This position offers a hybrid working model and various employee benefits including discounts on products sold by Zalando. Applications must be submitted online only.

Benefits

Employee shares program

40% off Zalando products

Hybrid working model

27 days of vacation

Health and wellbeing options

Qualifications

• At least 7 years of leadership experience in Customer Service or IT Service Management.
• Proven experience in implementing Enterprise ITSM solutions.
• Strong understanding of IT architectures and Generative AI/ML.

Responsibilities

• Lead the strategy for Customer Operations focusing on satisfaction and maximizing Customer Lifetime Value.
• Oversee AI deployment in ITSM to enhance efficiency and proactive support.
• Manage communications between Engineering and customers for service stability.

Skills

Leadership in Customer Service

IT Service Management

Communication and Stakeholder Management

Process Optimization

Customer Education

Education

Degree in Business Administration, Business Informatics, or Engineering

Tools

Salesforce

Atlassian Suite

Job description

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 hand‑shake 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)

1. 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.

2. 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).

3. 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.

4. 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).

QUALIFICATIONS

• 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 in 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

Please note that all applications from this job page must be completed using the online form – we do not accept applications via e‑mail. Once reviewed, our recruiters will contact applicants via an official Zalando email address (@zalando.de).

In some cases we also work with a selection of headhunters and agencies to fill specific roles. Please note that neither Zalando nor our recruiting partners will ask for any kind of payment to apply for a job or attend an interview.

If you have any questions about our recruitment process, please take a look at our FAQ page.