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Transformation Senior Manager, Community Experience

Posted: 21 Sep 2020 Closes: 21 Oct 2020
London, England, United Kingdom Competitive
Permanent & Full-time DEP_4179114003

Depop is the fashion marketplace where the next generation buy, sell and get inspired. We are headquartered in London, UK with locations in Manchester, New York, Los Angeles and Australia. We have over 20 million registered users in 147 countries. In the UK, 1 in 3 Gen Z/Millennials are registered and in the US we have grown 300% over two years. We are also the only European player to have recently entered the top 25 shopping apps by daily active users

Our mission is to empower the next generation to transform fashion, and our team of over 250 people are dedicated to serving the needs of our global community.

We operate on three pillars:
Community: Our buyers, sellers and employees are inclusive, diverse and accessible. We are committed to empowering diversity within the fashion community.Entrepreneurship: We support our community and help them build their business with Depop. We thrive on supporting innovation by shaping an environment where creators, makers or hustlers can thrive.Sustainability: Depop helps extend the life of garments and reduce waste, we care about the world and want to make a positive change within the fashion industry.
Read a little more about us Here

The Role

As Depop's scaling continues, this Leadership role will support from within the Community Support to transform the user experience, and support on constantly improving our internal tools so our teams are more efficient when users do need our help.

This is a key role to drive the success of this function from within Community Support, working closely with Product, Trust & Safety and senior stakeholders. You'll be reporting directly to the Head of Community Support.

We are looking for someone with experience in ripping apart Zendesk (or similar ticketing platforms) and starting again; someone who really understands the user journey and believes in the voice of our Community to drive our Product and CX teams make efficient and proactive change at pace.

You may have a product or tech background, and will definitely have proven experience within a Customer focused transformation role that thrives from a continuous improvement methodology, driving the success of your developing team.

This role is part of the HQ team in London (but remote at the moment) to support this scaling and work to lead our CX Transformation team as they go through this journey. This will also involve working with third party/outsourced tech teams in delivering key projects for step changes in how we solve complex issues to improve efficiency at scale.

  • Build out Transformation within CX at Depop, onboarding and developing specialists in role
  • Work with the CX Product team to launch and maintain new and ongoing platform changes to deliver exceptional customer experience
  • Own the long term vision and strategy for your function
  • Ensure our Agent and User facing tools are 'always on' and support on continuous testing and improvement to spot bugs and suggest improvements
  • Ensure our Product Support team are embedded into all production planning and execution, and are empowered to share insights, change and actions needed
  • To constantly challenge and improve our efficiencies with ticket volume, by strategically planning improvements across our tools to drive up deflections and self solve options for Users
  • Support our Trust & Safety roadmap to ensure that our users safety is embedded in to everyday improvements for Support
  • Ensure that our current platforms are right for the long term scaling of Depop, and be comfortable in suggesting improvements
  • Experience in building Customer/User journey process mapping
  • An exceptional working knowledge of using insights to make decisions and being totally comfortable with sharing solutions and making change, based on what you find
  • Experience in a strategic leadership position, comfortable to suggest and make change happen for the team and the wider community
  • Proven experience of transforming user/customer support tools, both internally and externally - we use Zendesk, Stripe, Chartio, Looker and internal tools
  • Understanding the voice of the community and how it influences your decision making
  • A great network to support benchmarking and learning from our competitors
  • Proven experience of how to forecast efficiency saving based on ticket volumes and GMV
  • Knowledge of outsourcing vs in house team requirements when looking at improving agent tooling

Depop offers the opportunity to work in one of the UK's fastest-growing scale-ups, with a vibrant and diverse group of people, building a product we all deeply care about, in addition to:

Learn and Grow: We sponsor and run a myriad of programs, conferences and meet-ups to up-skill our employees and enhance their journey with us, just ask!
Wellbeing: We care about wellbeing. We offer a cycle to work scheme, healthy fruit and snacks in the office, breakfast every Tuesday, eye-care vouchers and a discounted gym membership.
Mental Health: Mental health is a top priority for Depop. We offer subsidised counselling appointments through SelfSpace, have mental health first aiders and also run yoga, meditation and more.
Work/life balance: We have 25 days of holiday with the opportunity to buy or sell 5 more, a day off for activism, and sabbaticals for our long-serving employees.
Family life: We offer flexible working (based on your team), generous parental leave policies, and, all of our offices are dog-friendly!
Financial: We match up to 6 percent on your pension based on qualified earnings and have retail discounts from benefithub.
Fun: We love to celebrate our successes at Depop. On Friday we finish an hour early to socialise with free food, and have amazing Winter and Summer Parties. We also host internal employee socials such as quiz night, games night, movie night and more.

Depop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GDPR Statement

When you apply to a job on this site, the personal data contained in your application will be collected by Depop Ltd, 08316342 ("Controller"), 9th Floor 107 Cheapside, London, United Kingdom, EC2V 6DN ("We", "Us") and can be contacted by emailing Your personal data will be processed for the purposes of managing Controller's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.

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