Director of CRM

**The Role**

As the **Director of CRM**, you will be end-to-end responsible for the communication platform with a reach of over 50M active customers. Together with your team, you will drive incremental customer lifetime value by developing personalised & automated messages as well as relevant commercial messages in all Zalando markets. You will directly **manage a cross-functional team of 50+ talents with different crafts **ranging from product, engineering to direct marketing. You will also be working closely with Analytics and Applied Science for constant measurement and testing. More specifically, the teams you will look after are:
**Direct Marketing** is the closest link to our local customers and supports Country General Managers and Proposition leaders (e.g. Beauty) for all CRM marketing-related needs

**Product and Ops** define the overarching product strategy and develop with a customer-centric approach new automated transactional and commercial use cases

**Engineering** builds and maintains Communication Platform architecture and ensures technical excellence and stability

**Analytics **provides measurement and insights capabilities for continuous improvement

Your role is critical for Zalando to deeply understand our customers, build engaging relationships with them and provide them with a tailored, outstanding experience through scaling Zalando Communication Platform.

**WHAT WE'D LOVE YOU TO DO (AND LOVE DOING)**:
You are an experienced leader with a strong background in building CRM products for B2C companies with knowledge in managing large-scale data-intensive marketing platforms to drive the roadmap and strategy of the team.
- **Leadership**: Be one of the most important executive leaders in the Markets and part of the Zalando Senior Leadership Team you will help the team flourish. As a leader of leaders, you will build up, lead, manage, inspire, and grow the team. As a leader of leads, you will provide vision and bring a cross-functional team together under your leadership.
- **Stakeholder Management**:Few roles in Zalando have the same visibility and reach as this one You will connect with commercial leaders, such as Country GMs and Proposition Leaders, to support them in driving their businesses, as well as with tech and product leaders to ensure a high-performing customer experience.
- **Technical Background**: you are comfortable leading engineering teams and understand how to support engineering leadership to drive system excellence and practices.

**WE'D LOVE TO MEET YOU IF**:

- If you have deep knowledge of CRM practices in the platform environment
- You have the ability to lead and motivate under one vision a multi-disciplinary team
- You are a business or product leader with experience in managing engineering leaders
- You are a strong communicator with stakeholders and partners
- You have gathered transformational leadership experience
- You ideally have a quantitative background to understand advanced measurement
- You have product management knowledge
- You have an understanding of the European market

**INCLUSIVE BY DESIGN**:
**ZALANDO BENEFITS**:
**Career Development**
- We offer peer-to-peer performance reviews twice a year
- Learn and develop through our extensive Zalando training platform
- Join regular all-hands, team meetings, Q&A-sessions, and quarterly anonymous employee surveys to ask your questions and provide your feedback
- Support from an international team of experts; mentoring and professional development opportunities

**Wellbeing**
- 2 days paid leave per year for volunteering
- Minimum of 27 holiday days per calendar year
- Online sports courses, wellbeing, and nutrition advice offered by Humanoo personal wellbeing coach app
- Mental wellbeing support by our Employee Assistance Program and professional consultants to help you find health resources

**Flexibility**
- Flexible working hours
- Relocation assistance for internationals
- If you work from an office in your role, a choice of office equipment to be delivered to you, to support you working from home due to COVID-19 safety

**Financial**
- Access to the employee shares program
- 40% shopping discount on products shipped and sold by Zalando, and 30% discount on Zalando Lounge
- Discounts from a wide range of external partners

**Family**
- Employee parents' forums and employee resource group
- Supported transition into and out of parental leave, with a buddy and re-onboarding plan
- 3 fully-paid child sick days per year
- Free counselling, assistance, and referral service for all matters concerning yourself and your family via the Fürstenberg Institute

**ABOUT ZALANDO**:
It's the perfect time to join Zalando on our journey, from being a pioneer in the world of e-commerce, to the starting point for fashion in Europe. We connect customers, brands, and partners across 23 markets.

Help us drive digital and sustainable solutions for fashion, logistics, advertising and research, bringing head-to-toe fas