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Director of CRM
vor 2 Wochen
Location Berlin Contract Full time Job Category Marketing & Communications **ABOUT PERFORMANCE MARKETING & GROWTH**: The Performance Marketing & Growth team is responsible for executing Zalando’s customer communication strategy across all performance-driven paid and unpaid marketing channels globally. At the heart of this function sits the CRM Team, which ensures our 52M+ active customers across 26 markets receive impactful and personalized messages that enhance their journey with Zalando. The CRM team is essential to implementing Zalando’s lifecycle engagement and retention strategy, using data-driven insights, automation, and platform excellence to support customers' onboarding, engagement, winback, cross-proposition selling, and loyalty-building. **THE ROLE & THE TEAM**: As the Director of CRM, you will be responsible for the operational and strategic implementation of Zalando’s communication platform. You will lead a cross-functional team of up to 50 FTEs across product, engineering, direct marketing, analytics, and tech consulting. Your mission is to ensure timely, relevant, and high-impact CRM communication across all channels. In this role, you will work collaboratively with leaders across the business, including Markets, Propositions, Product, Engineering, and Applied Science, to translate strategic directives into effective operational delivery. You will be a key member of Zalando’s leadership team. The team includes: - ** Direct Marketing**: This team supports Country General Managers and Proposition leaders (e.g. Beauty, Sports, Designer) for all CRM marketing-related needs, including key commercial events (Cyber Day), as well as the promotion of local retail calendars, new brand launches, etc. The team also manages the design and implementation of key customer lifecycle management phases, including new customer onboarding, engagement, reactivation, winback, and loyalty program communication, etc. - ** Product & Tech Consulting**: defines the overarching product strategy and helps develop and implement new automated transactional and commercial use cases - ** Engineering**: responsible for building and maintaining the platform architecture, ensuring technical excellence and stability - ** Analytics**: provides not only continuous measurement and reporting, but crucially, a key enabler of our customer lifecycle management capabilities via insights, targeting opportunities, test set-ups, etc. **WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)**: - Lead, inspire, and grow a cross-functional team of leaders across product, engineering, analytics, and direct marketing, providing clear vision and direction. - Build strong, collaborative relationships with key stakeholders such as Country GMs, Proposition Leaders, and Product & Tech stakeholders, to ensure the CRM platform supports their commercial goals. - Act as a trusted and valued senior leader within the wider Markets organization and beyond, fostering a culture of openness, purpose-first collaboration, and operational excellence. - Champion measurement and experimentation using causal inference and other advanced analytics approaches to continuously optimize CRM impact. - Support the engineering leadership in ensuring platform excellence, technical scalability, and system stability. **WE’D LOVE TO MEET YOU IF**: - You have a proven track record of building and maintaining CRM products for B2C companies, including the successful delivery of large-scale, data-intensive marketing platforms that support the commercial roadmap and strategic objectives of the business. - You have led large cross-functional teams, ideally covering both technical (engineering/product) and marketing (campaign execution) functions. - You have a strong strategic and technical mindset, capable of balancing operational execution with innovation and stakeholder engagement. - You are experienced working with complex CRM tech stacks, such as Braze or equivalent CRM tools. - You are data-driven, with a solid understanding of analytics, experimentation, and customer segmentation. - You are passionate about building loyal customer relationships, driving engagement, and testing new ways to interact with customers across channels. **OUR OFFER**: - Employee shares program - 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners - 2 paid volunteering days a year - Hybrid working model with 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 - Family services, including counselling and support - Health and wellbeing options (including Wellhub "Gympass") - Mental health support and coaching available **INCLUSIVE BY DESIGN**: **Recruiter** Yussuf Abdi In einigen Fällen arbeiten wir auch mit einer Auswahl von Headhunter*innen und Agenturen zusammen, um bestimmte Positionen zu besetz
