Company Description
Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at
Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they're from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We're proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We're continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.
If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to
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The Vendor Manager will be responsible for managing outsourced customer service vendors to ensure they deliver high-quality support aligned with our company's standards, SLAs, and customer experience goals. This role involves performance monitoring, relationship management, process optimisation, and ensuring contractual compliance. The Vendor Manager will serve as the primary point of contact between internal stakeholders and BPO partners, driving operational excellence and continuous improvement.
Key Responsibilities
Vendor Relationship Management
* Serve as the main liaison between the company and outsourced BPO partners.
* Maintain strong, collaborative relationships with vendor leadership teams.
* Manage communication of business updates, policy changes, and process improvements.
Performance Monitoring & Reporting
* Track vendor performance against defined SLAs, KPIs, and quality metrics.
* Conduct regular business reviews (weekly, monthly, quarterly) with vendors.
* Analyse performance data to identify trends, gaps, and opportunities.
* Prepare executive-level reports on vendor performance and recommendations.
Contract & Compliance Management
* Ensure vendors adhere to contractual obligations, regulatory requirements, and company policies.
* Partner with Legal and Procurement teams on contract renewals, negotiations, and amendments.
* Monitor compliance with data protection, security, and confidentiality standards.
Operational Excellence & Process Improvement
* Drive continuous improvement initiatives to enhance efficiency, reduce costs, and improve customer experience.
* Partner with internal teams (Quality Assurance, Training, Workforce Management) to address gaps.
* Lead root cause analysis for operational issues and oversee corrective action plans.
Financial Oversight
* Monitor vendor billing accuracy and ensure adherence to budget.
* Track and report cost savings and ROI from vendor performance improvements.
Requirements
* Strong experience in vendor management, account management, or operations, preferably in a BPO/customer service environment.
* Proven track record in managing multiple vendor relationships across geographies
* Strong knowledge of customer service operations, metrics, and best practices.
* Excellent negotiation, influencing, and relationship-building skills.
* Strong analytical and problem-solving abilities.
* Ability to work across time zones and in a fast-paced, evolving environment.
* Results-driven with high attention to detail.
* Strong communication and presentation skills.
* Collaborative team player with a proactive approach.
Additional Information
Health + Mental Wellbeing
* PMI and cash plan healthcare access with Bupa
* Subsidised counselling and coaching with Self Space
* Cycle to Work scheme with options from Evans or the Green Commute Initiative
* Employee Assistance Programme (EAP) for 24/7 confidential support
* Mental Health First Aiders across the business for support and signposting
Work/Life Balance:
* 25 days annual leave with option to carry over up to 5 days
* 1 company-wide day off per quarter
* Impact hours: Up to 2 days additional paid leave per year for volunteering
* Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.
* Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant
* All offices are dog-friendly
* Ability to work abroad for 4 weeks per year in UK tax treaty countries
Family Life:
* 18 weeks of paid parental leave for full-time regular employees
* IVF leave, shared parental leave, and paid emergency parent/carer leave
Learn + Grow:
* Budgets for conferences, learning subscriptions, and more
* Mentorship and programmes to upskill employees
Your Future:
* Life Insurance (financial compensation of 3x your salary)
* Pension matching up to 6% of qualifying earnings
Depop Extras:
* Employees enjoy free shipping on their Depop sales within the UK.
* Special milestones are celebrated with gifts and rewards