Vendor Manager

Description:

Depop, a global community-powered circular fashion marketplace, is seeking an experienced Vendor Manager for a 12-month fixed-term contract to manage outsourced customer service vendors. With a vibrant community of over 35 million users, Depop’s mission is to make fashion circular and redefine fashion consumption through sustainability, innovation, and inclusivity. The successful candidate will play a key role in maintaining and improving vendor relationships to ensure seamless service delivery that meets Depop’s high standards of quality and customer experience.

The Vendor Manager will act as the primary liaison between Depop’s internal stakeholders and its outsourced BPO partners, ensuring strong performance monitoring, process optimization, and compliance with contractual and operational standards.

Key Responsibilities:

1. Vendor Relationship Management

• Act as the main point of contact between Depop and its outsourced BPO vendors.

• Foster strong, collaborative relationships with vendor leadership teams to ensure alignment with Depop’s goals and values.

• Communicate key business updates, process improvements, and policy changes effectively across teams.

2. Performance Monitoring & Reporting

• Track vendor performance against defined SLAs, KPIs, and quality metrics.

• Conduct regular performance reviews (weekly, monthly, quarterly) with vendors.

• Analyze operational data to identify gaps, trends, and improvement opportunities.

• Present performance findings and strategic recommendations to executive leadership.

3. Contract & Compliance Management

• Ensure full adherence to vendor contractual obligations, company policies, and legal requirements.

• Partner with Legal and Procurement teams for contract renewals, negotiations, and updates.

• Monitor compliance with global data protection, security, and confidentiality standards.

4. Operational Excellence & Continuous Improvement

• Lead initiatives aimed at improving service quality, efficiency, and customer satisfaction.

• Collaborate with internal teams such as Quality Assurance, Training, and Workforce Management to address operational challenges.

• Conduct root cause analyses and oversee corrective actions for process gaps or performance issues.

5. Financial Oversight

• Ensure accurate vendor billing and budget adherence.

• Track cost savings, efficiency improvements, and ROI from vendor optimization initiatives.

Candidate Requirements:

• Strong experience in vendor management, account management, or operations, preferably in a BPO or customer service environment.

• Proven ability to manage multiple vendor relationships across regions and time zones.

• Solid understanding of customer service operations, performance metrics, and optimization strategies.

• Excellent communication, negotiation, and stakeholder management skills.

• Analytical mindset with attention to detail and problem-solving abilities.

• Proven track record of delivering results in fast-paced, evolving business environments.

• Proficiency in performance reporting and presentation delivery to senior stakeholders.

Employee Benefits:

Health & Wellbeing:

• Private Medical Insurance (PMI) and cash plan healthcare via Bupa.

• Subsidized counselling and coaching sessions through Self Space.

• Cycle to Work Scheme options through Evans or Green Commute Initiative.

• 24/7 Employee Assistance Programme (EAP) for confidential support.

• Access to Mental Health First Aiders across the organization.

Work-Life Balance:

• 25 days of annual leave, with the ability to carry over up to 5 days.

• 1 company-wide day off per quarter for wellbeing and recharge.

• Flexible working with MyMode hybrid options (Flex, Office, or Remote – depending on role).

• Dog-friendly offices.

• Option to work abroad up to 4 weeks per year in UK tax treaty countries.

Family & Parental Benefits:

• 18 weeks of paid parental leave for full-time employees.

• Additional leave for IVF treatment, shared parental leave, and emergency caregiver responsibilities.

Learning & Development:

• Annual learning budget for courses and professional development.

• Twice-yearly career development reviews and annual performance evaluations.

• Access to company-wide training programs and resources.

Financial & Future Security:

• Life Insurance covering up to 3x annual salary.

• Pension plan with up to 6% matching contributions.

About Depop:

Founded in 2011, Depop is a global fashion resale platform empowering people to buy, sell, and discover pre-loved fashion. The company operates from its London headquarters with additional offices in New York and Manchester. Since 2021, Depop has been a wholly-owned subsidiary of Etsy, sharing the mission of making commerce more human, sustainable, and community-driven.

Depop values diversity, inclusivity, and innovation. The organization thrives on collaboration, creativity, and the power of varied perspectives. Every employee is encouraged to bring their authentic self to work, contributing to a truly global, people-centered culture.