Job Description

With over 25 years’ experience, plus the same enormous passion and ambition we had on day-one, we’re trailblazers in the pet e-commerce industry. Our solutions make over 12 million customers genuinely happier – and that’s something we really care about. We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better. Join us and discover a place where your potential meets your passion for pets. That’s the power of plus.

The Associate Director of Product will lead the Customer Experience & Communications domain within Acquisition & Retention. This role is accountable for defining the product strategy, roadmap, stakeholder alignment, and business impact across Martech, lifecycle communications, customer identity and access management, progressive profiling, personalisation, and customer self-service capabilities.

The role requires a senior product leader who can combine customer lifecycle expertise, platform thinking, commercial understanding, and strong stakeholder management.

Key Responsibilities

• Define the product strategy for customer lifecycle, Martech, identity, profiling, personalisation, and self-service capabilities.
• Build scalable lifecycle communication and customer engagement capabilities across channels.
• Strengthen Martech, CRM, CDP, and customer data foundations.
• Lead the product direction for customer identity, registration, login, access management, preferences, and account capabilities.
• Develop progressive profiling capabilities that improve customer understanding and enable better personalisation.
• Translate business priorities into scalable product capabilities rather than one-off campaign or operational solutions.
• Improve customer self-service experiences and reduce avoidable friction in account and support journeys.
• Lead, coach, and develop Product Managers in the domain.
• Drive prioritisation, discovery, roadmap quality, and outcome orientation across the teams.

Scope of Ownership

The role will cover:

• Martech and marketing automation
• Lifecycle communications
• Customer Data Platform activation and customer data capabilities
• Customer identity and access management
• Registration, login, account, and preference capabilities
• Progressive profiling and zero-party data collection
• Personalisation enablement across customer journeys
• Customer self-service capabilities

Qualifications

• 8–12+ years in Product Management and 4 years in product leadership role, with strong exposure to customer lifecycle, Martech, CRM/CDP, or digital platforms
• Proven track record in building scalable, platform-based product solutions in data-rich environments
• Deep expertise in Martech ecosystems, personalisation, CIAM, and customer data (CDP, profiling, zero-party data)
• Strong ability to define product strategy, roadmap, and translate business goals into product capabilities
• Experience leading and developing Product Managers, with strong stakeholder alignment across Marketing, Tech, and Data
• Data-driven mindset with solid understanding of analytics, experimentation, and data governance (e.g., GDPR)

Additional Information

Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too.

Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts

At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all.

#LI-Hybrid