Job Description

Location
Berlin
Contract
Full time
Job Category

THE ROLE & THE TEAM

Zalando serves over 50 million active customers, and our Customer Care team is on a transformation journey. We are leveraging state-of-the-art data and AI strategies to move beyond reactive support to proactive, personalised, and even predictive customer experiences.


As the Head of Agentic AI, Data & Analytics for Customer Care, you will be the visionary and hands-on leader shaping and driving our data and AI strategy. You will lead a high-performing organization of data scientists, analysts, and engineers, defining the long-term vision for data within Customer Care. You'll thrive at the intersection of strategy, technology, and leadership, creating significant business value by disrupting the way we work and bringing state-of-the-art solutions to our customers.


Find out more about our Data & Analytics teams: http://engineering.zalando.com/tags/data-analytics.html

INCLUSIVE BY DESIGN

At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.


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


do.BETTER - our diversity & inclusion strategy: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion

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

You'll lead with vision by defining and owning the data, analytics, and AI strategy for Customer Care, taking a hands-on approach to shaping architecture, tooling, and analytical direction. You'll build and mentor high-performing, cross-functional teams of data engineers, applied scientists, and analysts, fostering an inclusive and collaborative culture. You'll drive business impact with a product mindset, championing a customer-focused approach to design and deliver data solutions aligned with business needs. You'll drive innovation by leveraging the latest data and AI advancements to solve complex problems and strategically evaluate "build vs. buy" options for new technologies. You’ll ensure technical excellence by maintaining high-level technical discussions with your experts and continuously raising the technical bar for the team. You’ll act as a strong communicator, translating complex technical topics for non-technical audiences and advocating for data needs across the organization.

WE’D LOVE TO MEET YOU IF

You are an authentic and inspiring technology leader with a clear vision and a commitment to build, empower, and coach a high-performing organisation. You have 7+ years of Data Science and/or ML-Engineering experience, including at least 4 years in a leadership capacity overseeing multidisciplinary data teams. You possess a depth of technical expertise in data engineering, moving ML-based solutions into production, and have hands-on experience with technologies like Docker, Git, AWS (EC2, S3), Databricks, and Postgresql. You are a strategic and analytical thinker with practical execution skills, knowing when to push for long-term improvements and when to deliver quick value. You are highly collaborative and have experience partnering closely with Applied Science, Product, and Engineering counterparts to craft an overarching strategy. You possess excellent communication and stakeholder management skills, with the ability to present ideas with clarity and translate technical strategy into business impact.

If you think you have what it takes, we encourage you to