Zalando reorganises customer service, cuts 450 jobs

Zalando is going to cut 450 jobs in its customer service departments as part of a restructuring. The German online fashion giant says its current organisational structure is too complex.

Restructuring customer service

That is because currently, Zalando has three different internal customer service departments. The company wants to remedy this by the end of the summer, setting up a new customer service unit (with 200 jobs) to replace the three current divisions. All 450 employees in the customer service units will lose their jobs as a result: to be allowed to work in the new unit, they will have to reapply.

The aim of the new structure is to handle complex customer queries in a more focused and better way. This is not the first time Zalando has made significant staff cuts: two years ago, the company announced several hundreds of job cuts in administrative and management positions, in response to the challenging macroeconomic environment.