Where passion for pets meets customer centricity!
At zooplus, customer centricity isn't just a business principle. It's a mindset that shapes how we think, collaborate, and make decisions every day.
As Europe's leading online pet platform, our goal is simple: create the best possible experience for pet parents. But doing that starts with truly understanding who they are, what they need, and how their lives evolve.
Why does being customer-first matter? Long-term company success is rooted in putting the customer first. When we consistently centre our actions, decisions, and strategies around customer needs and expectations, we create lasting value, both for pet parents and for the business.
That's why customer centricity at zooplus means putting real pet parents at the heart of everything we do. We recognize that every customer has unique needs, preferences, and challenges. Through customer insights, research, direct interactions, and employee perspectives, we continuously learn what matters most to pet parents. This mindset influences decisions across the entire business, from technology and logistics to marketing, customer care, and beyond.
Every Team Has a Role to Play
Customer centricity at zooplus isn't owned by one team. It's a shared commitment that empowers every employee to make a difference for pet parents and continuously improve the customer experience.
Whether it's improving our digital experiences, planning promotions, managing supplier relationships, optimizing delivery processes, or supporting operations behind the scenes, every team contributes to serving pet parents better.
It's reflected in one of the values that guides our culture every day: Constantly raising the bar for our customer experience.
Every colleague at zooplus has the opportunity to contribute their perspective. Through customer centricity-focused surveys, employees across the business can share anonymous feedback on how customer-centric we are in our decisions, processes, and ways of working. These insights help us identify strengths, uncover opportunities for improvement, and shape initiatives that strengthen our customer-first culture while continuously enhancing the experience we create for pet parents.
For candidates joining zooplus, this means becoming part of a workplace where customer needs are never an afterthought. They are part of the conversation, the decision-making process, and ultimately the impact we create for millions of pet parents across Europe.
Our zooPet Parents Porgramme
One of the most unique ways we bring customer centricity to life is through our zooPet Parents Community, led by Angelina Afonina, Brand Consultant.
Built around our shared love of animals, the community connects pet parents across zooplus and creates opportunities to exchange experiences, learn from one another, and contribute valuable insights.
The mission is simple: bring pet parents together and learn from one another, human to human, paw to paw🐾
Through a dedicated Teams chat community and regular gatherings, employees can share pet-parent insights, recommend pet-friendly places, ask questions, exchange advice, participate in surveys, and even introduce new furry family members to the zooplus community.
As one colleague shared after a recent gathering:
"It was a really nice gathering; this should become a regular thing to have such a nice doggo-meetup. Thank you for the organisation!"
These insights don't stay within the community. Teams across the business can gather feedback from real pet-owning colleagues to better understand behaviours, challenges, routines, and emerging needs, helping keep customer perspectives close to everyday decisions.
Taking Customer Understanding Beyond the Office
Customer centricity also comes to life through hands-on experiences.
During our recent ZooSummit, employees across Germany, Austria, Poland, Spain, and the UK received discount vouchers to share with fellow pet parents. But there was a twist: instead of formal campaigns, colleagues took to the streets to connect with pet parents naturally and spontaneously.
As Fernanda Perez Pichardo, Customer Strategy Manager, described it, zooplusies were doing what they love most: connecting directly with pet parents, this time "in the wild."
"The activity reminded us that behind every order, click, and interaction is a real person and a beloved pet whose needs matter." she shared.
Another ZooSummit highlight was the interactive Customer Centricity Room, an immersive experience where colleagues explored customer personas, reflected on real customer journeys, and discussed ways to improve customer experiences from their own roles.
According to Fernanda, memorable moments included seeing CEO Lionel Desclée champion customer centricity as a growth driver, colleagues taking photos with customer personas, and teams making personal commitments to improve the customer experience.
The result was a powerful reminder that customer centricity isn't a theory. It's something every employee can actively influence, regardless of their role.
Supporting Pet Parents at Work and at Home
Our commitment to pet parents extends beyond community initiatives. As part of our zooCare benefits, employees can enjoy Pawrental Leave: Time to Bond, with up to 5 business days of special leave when welcoming a dog or cat into their family.
We know that bringing a new pet home comes with new routines, responsibilities, and plenty of bonding time. That's why we give employees the opportunity to settle in, build trust, and start this new chapter together.
Explore our zooCare blog article to discover how we care for and support our employees and their pets, both at work and at home.
Ready to put pet parents at the heart of your work?
Join a community where understanding pet parents isn't just part of the job, it's at the heart of everything we do.
Explore our careers, discover our open roles, and become part of our pet-loving community. At zooplus, you can make an impact on pet parents across Europe, helping shape experiences that make life easier for millions of customers and, most importantly, their pets.
- Our Culture
