Head of Trust & Transformations

Head of Trust & Transformations

Job Title: Head of Trust & Transformations

Location: Germany

In Germany, our client is a major online shopping destination. They have set goals to make meaningful changes in their end-to-end experience to provide a safer, more trusted experience for users. That means this position will have ample chance to have a highly visible impact on the business in a relatively short time.

Trust and transformation is a critical global function tasked with ensuring the safety of the millions of buyers and sellers in their marketplace. The scope of the team is vast, ranging from detecting and removing counterfeit goods on their marketplace to protecting customers from those who attempt to commit fraud on the platform.

In this role, you will partner closely with the German Leadership Team and other key members of the German business to identify and execute on key opportunities to drastically reduce the most common issues customers (buyers and sellers) experience and to improve the experience when customers do encounter an issue.

Responsibilities

Leading customer experience initiatives

  • Work closely with the global cross-functional teams to drive customer experience improvements. Your role would be to:
  • Look at the end to end customer journey on risk initiatives and perform in-depth analyses and recommendations on what is communicated to customers, where and when
  • Drive initiatives that balance trade-offs between business needs, customer experience and operational capabilities
  • Partner strongly with policy owners, product and technology, and customer service to ensure successful delivery of globally-driven customer facing changes

Execution of strategic initiatives

  • Develop and lead strategic initiatives to create step changes in buyer and seller trust for Germany. Recent examples include:
  • Identify opportunities to improve our decision-making to reduce the decline rate and improve the user experience for German-specific payment methods like direct debit
  • Develop and implement stricter performance standards to improve the performance of overseas sellers with inventory located in Germany, leading to ~10% reduction in issues buyers experience
  • Develop protections for sellers against buyers who abuse our marketplace by returning fake items or never paying for their transaction

Influencing senior leaders

  • Develop fact-based cases for initiatives you have identified as impactful for the market
  • Build and deliver high impact presentations to secure approval and/or resources from senior German and Global leaders
  • Participate in regular forums with German management reviewing the progress and initiatives

Benefits

  • A versatile job in a dynamic, international and growth-oriented team, anchored in a global organisation.
  • An international environment with attractive compensation and career and professional development opportunities
  • Great campus facilities with fitness centre, table soccer, beach volleyball, basketball, bike rental, coffee bar, excellent canteen and shuttle-service
  • A fun team, passion for what we do and how we do it, and a good sense of humour

Requirements

We are looking for a results-oriented leader who will have end-to-end ownership of critical initiatives in Germany and be accountable to hit ambitious targets. We want an individual who is proactive, willing to lead and who can both think strategically as well as lead cross-functional efforts to deliver on key initiatives. You will also be able to contribute to and at times lead global initiatives. You will be highly analytical and fact-based in your decision making. The ideal candidate will have:

  • 8+ years of work experience in management consulting, corporate strategy or trust & safety
  • Minimum of three years experience in a global management consulting firm
  • Strong communication and presence, especially with senior leaders of the organisation
  • Proven track record of project/programme management, multi-tasking, and influence without authority
  • Experience analyzing data sets to provide user behaviour insights and tackle business problems
  • Customer-first mindset, with a pragmatic approach to balancing business performance and customer outcomes
  • Track record of taking initiative and delivering substantial results in your previous roles
  • Excellent interpersonal skills and proven ability to navigate a cross functional matrixed organizational structure to meet individual and shared goals
  • Additional experience and skills preferred:
  • Experience in retail or e-commerce
  • Experience in driving customer experience improvements
  • Experience working with or working as a Product Manager

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