Director of CRM
Director of CRM
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Job Description
ABOUT PERFORMANCE MARKETING & GROWTH
The Performance Marketing & Growth team is responsible for executing Zalandos customer communication strategy across all performancedriven 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 Zalandos lifecycle engagement and retention strategy using datadriven insights automation and platform excellence to support customers onboarding engagement winback crossproposition selling and loyaltybuilding.
THE ROLE & THE TEAM
As the Director of CRM you will be responsible for the operational and strategic implementation of Zalandos communication platform. You will lead a crossfunctional team of up to 50 FTEs across product engineering direct marketing analytics and tech consulting. Your mission is to ensure timely relevant and highimpact 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 Zalandos leadership team.
The team includes:
Audience Management: This team defines the CRM strategy and the what owning the customer engagement plan across different lifecycle stages. Audience Management leads the approach for Activation Engagement Up & CrossSelling and Winback management. They determine customer segmentation channel strategy and campaign goals that Direct Marketing and other teams execute.
Direct Marketing: Responsible for the operational of CRM campaigns. This team executes campaigns for Country GMs Proposition Leaders and the Loyalty team. Their work is closely aligned with the strategy and targeting set by the Audience Management and Analytics teams ensuring campaigns are executed effectively and in line with broader business goals.
Product & Tech Consulting: The product function is split into two core responsibilities:1 Focusing on internal platform development interfacing closely with engineering to define and deliver the underlying CRM infrastructure. This team also supports setting up new channels and templates. 2 Ensuring platform features and services are fully operational working in tight alignment with engineering to maintain system performance and reliability.
Engineering: Builds and maintains the core infrastructure of the communication platform. This team ensures technical scalability platform stability and system excellence.
Analytics: Drives reporting and targeting. This team plays a central role in defining lifecycle campaigns through data insights segmentation logic and campaign performance measurement.
WHAT WED LOVE YOU TO DO (AND LOVE DOING)
Define a cohesive product strategy and manage both firstparty and thirdparty CRM applications to meet evolving business needs.
Lead inspire and grow a crossfunctional 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 purposefirst collaboration and operational excellence.
Champion measurement and experimentation using causal inference and other advanced analytics approaches to continuously optimize CRM impact.
Explore new engagement channels beyond emails and push notifications including inapp messaging and notification capabilities to innovate the customer experience.
Support the engineering leadership in ensuring platform excellence technical scalability and system stability.
WED 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 largescale dataintensive marketing platforms that support the commercial roadmap and strategic objectives of the business.
You have led large crossfunctional teams ideally covering both technical (engineering/product) and marketing (campaign functions.
You have a strong strategic and technical mindset capable of balancing operational with innovation and stakeholder engagement.
You are experienced working with complex CRM tech stacks such as Braze or equivalent CRM tools.
You are datadriven 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
Zalando provides a range of benefits heres an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer. Learn all about Zalando and our values here: 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
Relocation assistance available (subject to prior agreement)
Family services including counselling and support
Health and wellbeing options (including Wellhub Gympass)
Mental health support and coaching available
INCLUSIVE BY DESIGN
At Zalando our vision is to be inclusive by design. 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.
Our Diversity & Inclusion strategy: Employee Resource Groups: Experience:
Director
Employment Type
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