Manager of Help Content Strategy & Performance
VintedKandidatuotiBrief info about Vinted
Vinted Marketplace is the largest online international C2C marketplace in Europe dedicated to second-hand fashion, with millions of registered members spanning 20+ markets in Europe and North America. With a mission to make second-hand the first choice worldwide, Vinted enables people to sell and buy second-hand clothes and lifestyle items from each other, helping give those items a second or even third life.
Vinted Go launched in 2022, with a focus on developing products and solutions for more seamless shipping and delivery across Europe. Vinted Go has connected more than 40 carriers and more than 200,000 PUDO points across Europe to support the delivery of millions of parcels per year.
The Vinted Group, composed of Vinted Marketplace and Vinted Go, is headquartered in Vilnius, with workplaces in Germany, Lithuania, France, the United Kingdom, the Netherlands and over 2,000 employees. It is backed by six leading venture capital firms: Accel, Burda Principal Investments, EQT Growth, Insight Partners, Lightspeed Venture Partners, and Sprints Capital.
Information about the position
Help Experience domain at Vinted is on a mission to create an effortless, scalable, and cost-effective help experience for our members. We aim to empower them to solve any queries or issues by developing and improving our self-help tools. To support that mission, Help Experience has a team of around 50 people working in the Vilnius, Berlin, and Amsterdam offices.
The Content Strategy & Performance team is responsible for providing high-quality, accurate, and up-to-date information in our self-help channels, currently including Help Centre and Virtual Assistant. This enables our members to find quick answers to any issues or questions they encounter while using our platform.
As the Manager of the Content Strategy & Performance team, you’ll be directly responsible for delivering set results and overseeing the growth and development of your team members, which include 6 content specialists and 1 chatbot specialist. You’ll serve as a role model, demonstrating core values and strong leadership skills within the team. The role is a temporary cover for a maternity leave, open July ’25 - April ’27.
In this position, you’ll
- Be responsible for team strategy and success
- Shape the team to address evolving needs and stay informed about innovations in the content landscape, like chatbots, content types, and AI tools
- Drive the career development and growth of the team
- Continuously improve team OKRs and performance metrics (reduce ticket/transaction metric, improve content helpfulness metric)
- Ensure the improvements in content readability, discoverability, and accuracy
- Support feature and market launches, and any team or company initiatives by ensuring the timely delivery of high-quality content
- Effectively and proactively partner with internal and external stakeholder teams
- Ensure content is up-to-date and in line with Vinted brand voice principles
- Continuously improve team processes, standards for operation, and performance
- Ensure healthy team dynamics, workload, and efficient task delegation
About you
- Experience in team management and as a successful people development lead at least 2 years
- Experience working in content design, content management, or marketing would be considered an advantage
- Strong leadership, negotiation, communication, and feedback skills
- Strong logical, critical thinking, and decision-making abilities
- Strong organizational, project management, prioritisation, and time management skills
- Strong problem-solving skills, with the ability to anticipate challenges and proactively address them
- Experience in collaborating with product, legal, and other cross-functional teams
- Excellent spoken & written English skills
- Demonstrated ability to effectively manage multiple priorities and deadlines in a fast-paced environment
Work perks
- The opportunity to benefit from our share options programme
- 25 working days of holiday
- Newest MacBook models
- Free access to an office gym
- Mental and emotional health support through the Mindletic app
- Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
- Private health insurance
- On-site canteen serving delicious homemade food at friendly prices
- Frequent team-building events
- A personal monthly budget for shopping on Vinted
- The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
- A dog-friendly office
Working at Vinted
Individual Learning Budget
We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.
Hybrid Work
We’ve adopted a hybrid workplace model where 2 days in office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.
Equal Opportunity
The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.
The salary range for this position is € 3167 - € 4283 gross per month.