Thomas Kugel

Director of Customer Experience Management Zalando

With over a decade at Zalando, a leading European e-commerce company specializing in fashion and lifestyle products, Thomas Kugel leads a team dedicated to enhancing the customer experience as part of the Customer Service team. Known for its customer-centric approach, Zalando strives to deliver exceptional online shopping experiences, from the inspirational to the transactional, where Thomas's main focus lies. Thomas's team ensures that every customer interaction is excellent and efficient. Previously, he served as Director of Business Excellence & Fulfillment Analytics and held other key roles, contributing to his deep expertise in data analysis and customer-centric strategies. Prior to Zalando, Thomas spent 16 years in consulting at SQS Group, focusing on software test automation and quality assurance.