Finance Controller - Customer Care (all genders)

Full Time
1 month ago
THE ROLE & THE TEAM As a Finance Controller within the Customer Care controlling team you are responsible for the planning and controlling of Zalando Service Costs. The business unit Customer Care handles up to 40 mio customer requests with both in-house agents and external service providers. INCLUSIVE BY DESIGN At Zalando, our vision is to be the starting point for fashion - 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: Our employee resource groups: WHY YOU SHOULD BE INTERESTED
  • Your key responsibilities include weekly, monthly and annual planning and reporting of costs and financial as well as operational KPIs
  • You shape our tooling and reporting landscape and continuously improve dashboards and KPIs in order to increase transparency and enable data-driven decision making
  • You challenge and support our stakeholders with ad-hoc analysis and business cases in key business decisions
  • You have a good understanding of customer service processes and come up with meaningful insights on operational performance
  • You are a go-to person for Customer Care teams, other Zalando Controlling Teams, Business Intelligence and Senior Management providing transparency and decision support
  • A data driven profile with demonstrated career history in similar controlling or analytics roles of at least 3 years, holding a university degree in Economics, Finance or similar
  • A controlling mindset with ability to challenge & support our stakeholders with ad-hoc analysis to enable our growth strategy, understanding key trade-offs and actively supporting business decisions
  • An expert in reporting tools. Advanced knowledge of MS Excel is required, knowledge of Google workspace (especially Google sheets and slides) and Microstrategy is a plus
  • You have a very analytical mindset and can break down complex problems into their simplest forms. In addition, you can uncover the root cause of problems and devise appropriate improvement opportunities
  • You are a great communicator and enjoy working together with colleagues to achieve common goals. People trust your judgement and follow your advice
  • A professional fluency in English demonstrated by communicating clearly both verbally as well as written

Career Development

  • We offer peer-to-peer performance reviews twice a year
  • Learn and develop through our extensive Zalando training platform
  • Join regular all-hands, team meetings, Q&A-sessions, and quarterly anonymous employee surveys to ask your questions and provide your feedback
  • Support from an international team of experts; mentoring and professional development opportunities


  • 2 days paid leave per year for volunteering
  • Minimum of 27 holiday days per calendar year
  • Online sports courses, wellbeing, and nutrition advice offered by Humanoo personal wellbeing coach app
  • Mental wellbeing support by our Employee Assistance Program and professional consultants to help you find health resources


  • Flexible working hours
  • Relocation assistance available for internationals
  • Home office equipment available for hybrid working, to support you working from home
  • Hybrid working model with 60% remote per week
  • Opportunity to work from abroad for 30 (working) days per calendar year 


  • Access to the employee shares program
  • 40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
  • Discounts from a wide range of external partners


  • Employee parents’ forums and employee resource group
  • Supported transition into and out of parental leave, with a buddy and re-onboarding plan
  • 3 fully-paid child sick days per year
  • Free counselling, assistance, and referral service for all matters concerning yourself and your family via the Fürstenberg Institute
ABOUT ZALANDO It’s the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the starting point for fashion in Europe. We connect customers, brands, and partners across 23 markets.    Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 46 million active customers through a team of diverse skill-sets, cultural backgrounds, and interests.    Our values:   do.More - our sustainability strategy:    Follow us on Instagram:   Please note that all applications must be completed using the online form - we do not accept applications via email.