THE ROLE & THE TEAM
Lounge by Zalando is seeking an experienced and motivated Team Lead to guide our CRM Campaigns & Operations team. This pivotal role involves leading a dedicated team of nine CRM Operations Managers responsible for the successful execution of our customer communication strategies.
You will be responsible for ensuring operational excellence, improving processes through automation, and fostering the professional growth of your team members. Working closely with Lifecycle Managers and CRM Tech, you will align campaign operations with broader lifecycle strategies and technical capabilities. This is an opportunity to lead a core function, optimize performance, and contribute directly to our customer engagement goals.
This is a hybrid position (40% office time, 60% work from home) and is based in Berlin.
ABOUT LOUNGE BY ZALANDO
Lounge by Zalando is an online outlet for fashion and lifestyle products in 18 European countries. We offer our members daily, time-limited sale campaigns with discounts of up to 75% off the recommended retail price. However, Lounge by Zalando is so much more than discounts. Our strength lies in our focus on fashion and lifestyle brands: from sought-after labels to niche brands, from famous international names to trendy luxury brands, we make sure to meet the fashion taste of all our customers, who are always on the hunt for the best products at the best prices. Working with our brand partners, we're pioneering innovative supply-chain and production processes and offer them an impactful and smart solution, creating a new way to shop for fashion - and a new way to sell it.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.
We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.
do.BETTER - our diversity & inclusion strategy: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
Lead and Develop a High-Performing Team: You will lead, mentor, and support a team of 9 CRM Operations Managers, swiftly immersing yourself in their workflows. Within 6 months, you will implement tailored coaching and development plans to foster professional growth and build a more versatile, self-sufficient, and motivated unit.
Drive Measurable Process Optimization: You will spearhead initiatives to streamline our operations. This will involve identifying and implementing high-impact automation quick wins within your first 3 months and overseeing larger projects to reduce manual workload by 20-30% within the first 6 months.
Achieve Operational Excellence: You will oversee the daily execution of campaigns, establishing robust processes for flagging and resolving issues. Your leadership will guide the team to a benchmark of operational excellence, achieving a sub-1% error rate in campaign and voucher setup within your first year.
Enhance Performance Through Data-Driven Testing: You will refine and manage our A/B testing framework to produce clear, actionable insights. Your goal will be to drive a 5-10% increase in engagement or conversion on tested campaigns, contributing to a sustained, overall uplift of 15-20% in key CRM metrics over 12 months.
Foster Strategic Cross-Functional Collaboration: From the start, you will build strong working relationships with Lifecycle Managers and CRM Tech leads. You will act as the key link, ensuring operational efforts are seamlessly aligned with their strategies and technical capabilities to achieve shared goals.
WE'D LOVE TO MEET YOU IF
We are looking for a candidate with a strong background in both people leadership and process management. The ideal profile includes:
You Have Proven Leadership Experience: You are a seasoned leader who is intrinsically driven to cultivate high-performance teams. You have a track record of successfully mentoring direct reports and are capable of implementing development plans to foster a collaborative, highly engaged team within a year.
You're a Results-Oriented Process Optimizer: You have a history of identifying and implementing process improvements that deliver tangible results. You are excited by the challenge of increasing efficiency and are motivated by clear targets, such as reducing manual workload by 20-30% through automation.
You Possess Strong, Actionable Analytical Skills: You excel at analyzing performance data and know how to build and evaluate A/B tests to uncover strategic insights. You have experience driving measurable improvements in CRM metrics (e.g., open rates, conversion) and are comfortable being accountable for performance uplift targets.
You're a Master of Stakeholder Management: You have a knack for quickly building strong relationships with stakeholders. Your ability to communicate effectively and manage expectations is key to aligning operational efforts with strategic and technical partners from day one.
You Have a Solid Background in CRM Operations: Your experience in CRM operations and familiarity with campaign management tools are essential. This expertise will allow you to quickly assess workflows and effectively guide the team toward greater efficiency and impact.
What We Offer
A Role with Impact: A key leadership position where you can directly influence our CRM strategy and contribute to business goals through operational improvements.
Professional Development: An environment that supports your growth with extensive development opportunities and a collaborative team culture.
A Flexible Work Environment: We value work-life balance and offer a hybrid model (60% remote) along with the option to "work from abroad" for up to 30 days per year.
Collaborative Culture: Be part of an inclusive and innovative team that is central to Lounge by Zalando's success.
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 Lounge by Zalando, 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 for full-time employees
Relocation assistance available (subject to prior agreement)
Family services, including counseling and support
Health and wellbeing options (including Wellhub, formerly Gympass)
Mental health support and coaching available
Drive your development through our training platform and biannual peer-to-peer review
