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Matthieu Guinebault Translated by
Nazia BIBI KEENOO Published
April 8,长沙U币支付商家 2025
Zalando, one of Europe's largest online fashion retailers, has announced plans to cut 450 customer service jobs in Berlin as part of a major overhaul of its operations. The restructuring, reported earlier by the "Berliner Morgenpost," is set to roll out a new internal structure by the end of summer.
Zalando currently manages customer service through three in-house teams and multiple third-party providers. According to news agency DPA, the company plans to dissolve its internal departments—which will impact around 450 employees—and launch a new centralized division. Under this structure, Zalando will create about 200 new positions and allow affected employees to apply.
The restructured team will focus on complex customer issues, particularly fraud cases linked to third-party sellers. Zalando will continue outsourcing standard inquiries—such as delivery tracking—to external partners.
"We found that the current structure of our customer service made it difficult to uphold our quality standards consistently," Zalando's management said in a statement. "We have already initiated discussions with employees and their representatives to reach the best possible agreement jointly."
This announcement comes a month after the presentation of Zalando's annual figures, which generated sales of 10.5 billion euros in its fiscal year 2025. This represents an increase of 4.2%, while sales volume rose by 4.5% to 15.3 billion euros. This represents a slight return to growth after two sluggish years, which had already led to several hundred job cuts. The Group is counting in particular on its BtoB business to become a growth driver in the near future.
Already present in twenty-five European markets, fashion portal Zalando recently continued its rollout on the Old Continent, launching in Portugal, Greece and Bulgaria. It also secured exclusive distribution rights for Diane von Furstenberg and launched a summer campaign featuring "Sex and the City" star Sarah Jessica Parker.