Job Description

Senior CRM Process Owner

The CRM and Business Excellence team in Zalando’s Partner Platform Business is looking for a Senior CRM Process Owner to bridge the gap between core Salesforce platform development and strategic business operations. Your mission is to drive revenue operations and build scalable processes, optimizing partner experiences through AI-enabled efficiency and productivity improvement initiatives. Join us to lead high-impact projects powered by Agentforce and advanced data automation, elevating our strategic growth through cutting-edge technology.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit.

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy
Our employee resource groups: https://corporate.zalando.com/en/our-impact/our-employee-resource-groups

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

Salesforce Product Leadership

• Lead the design and refinement of best-in-class workflows for the entire partner lifecycle, including acquisition, contract management, onboarding, and Service Cloud.

• Proactively identify and replace "offline" processes (like manual spreadsheets or disconnected tools) with integrated Salesforce solutions to ensure a single source of truth.

• Evaluate systemic impact: Assess how new features or process changes affect downstream systems, such as BI reporting or revenue recognition, ensuring no disruption to the ecosystem.

• Drive AI-Enabled Innovation: Oversee the functional implementation of cutting-edge Salesforce technologies, such as Agentforce and Einstein, to automate partner segmentation and drive operational ROI.
  

Process Governance & Design

• Design intuitive workflows and Salesforce configurations (validation rules, page layouts, flows) that prioritize user experience and data integrity.

• Standardize Documentation: Map business processes using industry standards (like BPMN) to maintain a clear, scalable landscape of our operations.

• Maintain Data Integrity: Oversee data management practices at the entry point to ensure high-quality data for operational dashboards and executive reporting.
  

Operational Excellence

• Bridge the Business-Tech Gap: Act as the primary liaison between non-technical business units and engineering teams, translating requirements into precise execution tickets and user stories.

• Coordinate Cross-Functional Releases: Ensure successful go-live strategies by managing releases and preparing documentation to drive high user adoption.

• Own Quality Assurance: Lead User Acceptance Testing (UAT) to ensure that technical deliverables perfectly align with the original business requirements.

• Manage Stakeholders: Navigate complex environments to achieve consensus on process changes, balancing competing priorities across different business units.
  

Adoption & Enablement

• Empower End-Users: Create and deliver engaging training sessions and accessible documentation to ensure high adoption rates and minimal friction.

• Deliver Actionable Insights: Build and maintain Salesforce dashboards and list views that provide managers with real-time visibility into team performance and pipeline.

• Mentorship: Support the growth of junior process managers and consultants by sharing best practices in process mapping and Salesforce configuration.

WE’D LOVE TO MEET YOU IF

• Expertise 5+ years in Salesforce Platform Development, experience building standardized intervention playbooks for partner performance and monetization.

• Technical Proficiency Proven track record of implementing Salesforce Flows ,configurations and AI-driven automation via Agentforce or Einstein to drive productivity.

• Certifications Required Salesforce Certified Administrator and Platform App Builder; Sales or Service Cloud Consultant certifications are highly preferred.

• Methodology Strong experience in Agile/Scrum environments, proficient in managing backlogs in Jira and mapping processes in Signavio/Other process mapping tools.

• Stakeholder Impact Exceptional ability to influence senior leadership by translating technical AI capabilities into clear business value and operational ROI.

• Analytics: Experience in CRMA (Salesforce CRM Analytics) will be highly appreciated as we look to drive deeper data-driven insights for our partner ecosystem.

OUR OFFER

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program

• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners

• 2 paid volunteering days a year

• Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration

• Work from abroad for up to 30 working days a year

• 27 days of vacation a year to start

• Relocation assistance available (subject to prior agreement)

• Family services, including counseling and support

• Health and wellbeing options (including Gympass)

• Mental health support and coaching available

• Drive your development through our training platform and biannual peer-to-peer review

Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us