Staying Adaptable While Holding Onto Our Core Principles Allows Us to Grow Without Losing Sight of What Made Us Successful in the First Place: Robert Gentz of Zalando SE

Zalando SE is a leading online fashion and lifestyle platform, offering customers a vast selection of clothing, footwear, accessories, and beauty products. With a commitment to innovation and convenience, the company connects brands, retailers, and consumers through a seamless shopping experience. Since its launch in 2008, the focus has been on combining technology with fashion, making it easier for people to discover and shop for styles that fit their preferences. By expanding services and partnerships, Zalando strengthens its position in digital retail and drives the future of e-commerce in Europe and beyond.

In Conversation with Robert Gentz, Co-Founder & Co-CEO of Zalando SE

Zalando has grown significantly since its founding. What inspired the idea in the first place?

The idea came from recognizing an opportunity in online fashion retail. When we started in 2008, e-commerce was developing rapidly, but fashion was still largely focused on brick-and-mortar stores. We saw the potential to create something that made shopping easier, more accessible, and tailored to individual preferences.

What were some of the biggest challenges in the early days?

Building trust with customers was a major challenge. Fashion shopping was traditionally an in-store experience, so convincing people to buy clothes online required an entirely new approach. Logistics and supply chain management were also obstacles. Scaling operations quickly while maintaining efficiency was not easy, but we knew that solving these issues would be key to success.

How has Zalando adapted to changes in consumer behavior?

Shopping habits evolve constantly, and we have always paid close attention to those shifts. Personalization has become more important, so we have invested in AI and machine learning to offer tailored recommendations. Convenience is another key factor. Flexible payment options, fast delivery, and easy returns have become essential in providing a positive experience.

Sustainability has become a major focus in the fashion industry. How does Zalando approach this?

Sustainability is something we take seriously. Fashion has an undeniable impact on the environment, and we want to be part of the solution. We are working on reducing waste, offering sustainable collections, and encouraging circular fashion. Partnerships with brands that share our vision have been an important step in making sustainable fashion more accessible to customers.

Technology plays a huge role in Zalando’s operations. How do you see its role evolving?

Technology drives everything we do. From supply chain management to customer experience, digital innovation keeps us ahead. AI helps with product recommendations, logistics automation ensures faster deliveries, and data analytics help brands understand their customers better. As technology continues to evolve, we will keep finding new ways to improve efficiency and customer satisfaction.

How do you balance maintaining Zalando’s core values while adapting to an ever-changing market?

It comes down to staying focused on what matters most: the customer. No matter how much the industry changes, the goal remains the same—making fashion shopping easier, more enjoyable, and more accessible. Staying adaptable while holding onto our core principles allows us to grow without losing sight of what made us successful in the first place.

What excites you most about the future of Zalando?

The potential for further innovation. Fashion and technology continue to intersect in exciting ways, and we are always looking for new opportunities to enhance the customer experience. Whether it’s through sustainability, personalization, or logistics, there is still so much more to explore.

Robert Gentz, Co-Founder & Co-CEO, Zalando SE

“No matter how much the industry changes, the goal remains the same—making fashion shopping easier, more enjoyable, and more accessible.”