The Role
As the Director of CRM, you will be end-to-end responsible for the communication platform with a reach of over 51M active customers. Together with your team, you will drive incremental customer lifetime value by developing personalized & automated messages, as well as relevant and engaging commercial messages in all Zalando markets. Your role is critical for Zalando to deeply understand our customers, build engaging and loyal relationships with them and provide them with a tailored and delightful experience through scaling Zalando Communication Platform.
You will directly manage a cross-functional team of 55+ 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.
The Team
Traffic Platform is the department responsible for driving incremental customer lifetime value through offsite traffic generation. We look after all performance paid and unpaid marketing channels globally. Specifically, the CRM, Customer Inbox team is a key unit that is end-to-end responsible for reaching our customers with personalised, relevant and commercial messages (such as emails and push notifications) during their fashion journeys with Zalando. This cross-functional team is at the core of Zalando's strategy of deepening customer relationships, creating strong customer lifecycle management and increasing the adoption of new propositions.
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
WHAT WE ARE LOOKING FOR
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.
Product and Strategic Vision: In line with Zalando Group Strategy, you ensure that the communication platform enables both our Markets and Propositions to drive deep customer relationships with the best-in-class customer messaging from transactional to inspirational use cases. You are excited to design a cohesive product strategy and manage 1P and 3P landscape applications.
Leadership: Be a trusted and valued executive leader in the Markets, working closely with key stakeholders in an open and collaborative manner both within Markets but also across Propositions. As a leader of leaders, you will build up, lead, manage, inspire and grow the team. You will provide vision and bring a cross-functional team together under your leadership.
Stakeholder Management: You 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, relevant and valued customer experience. You create strong, open and trust based relationships with your peers based on the shared objective of creating the best experience for our customers (purpose first, ego second).
Measurement & Innovation: You believe in solid measurement and continuous innovation. You are confident in understanding causal inference measurement techniques. Experimentation will drive your test and learn agenda for continuous innovation. You are eager to test new ways to engage with our customers beyond e-mails and push notifications.
Technical Background: you are comfortable leading engineering teams and understand how to support engineering leadership to drive system excellence and practices.
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 60% (or more) 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
Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us
