Senior CRM Process Owner (all genders)

Zalando SE; Berlin; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Employee shares program

40% off fashion products

27 days of vacation

Zusammenfassung

Zalando SE is seeking a Senior CRM Process Owner in Berlin to optimize partner experiences through Salesforce solutions. You will play a pivotal role in bridging development and operations, enhancing revenue operations while designing best-in-class workflows for the partner lifecycle.

The ideal candidate will have extensive Salesforce experience, be adept at Agile methodologies, and possess strong influence on senior leadership. The role offers a hybrid working model, competitive benefits, and 27 days of vacation annually.

Qualifikationen

• 5+ years in Salesforce Platform Development.
• Proven track record of implementing Salesforce Flows and automation.
• Strong experience in Agile/Scrum environments.

Aufgaben

• Lead design and refinement of Salesforce workflows.
• Oversee functional implementation of Salesforce technologies.
• Act as liaison between business units and engineering teams.

Kenntnisse

Salesforce Platform Development

Agile/Scrum methodologies

Process mapping

Influencing senior leadership

Ausbildung

Salesforce Certified Administrator

Platform App Builder certification

Tools

Jira

Signavio

Jobbeschreibung

Senior CRM Process Owner

The CRM and Business Excellence team in Zalando’s Partner Platform Business is looking for a Senior CRM Process Owner to bridge the gap between core Salesforce platform development and strategic business operations. Your mission is to drive revenue operations and build scalable processes, optimizing partner experiences through AI-enabled efficiency and productivity improvement initiatives.

Inclusive By Design

At Zalando, our vision is to be inclusive by design. We do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit.

Responsibilities

Salesforce Product Leadership

• Lead the design and refinement of best‑in‑class workflows for the entire partner lifecycle, including acquisition, contract management, onboarding, and Service Cloud.
• Proactively identify and replace offline processes (like manual spreadsheets or disconnected tools) with integrated Salesforce solutions to ensure a single source of truth.
• Assess how new features or process changes affect downstream systems, such as BI reporting or revenue recognition, ensuring no disruption to the ecosystem.
• Oversee the functional implementation of cutting‑edge Salesforce technologies, such as Agentforce and Einstein, to automate partner segmentation and drive operational ROI.

Process Governance & Design

• Design intuitive workflows and Salesforce configurations (validation rules, page layouts, flows) that prioritize user experience and data integrity.
• Map business processes using industry standards (like BPMN) to maintain a clear, scalable landscape of our operations.
• Oversee data management practices at the entry point to ensure high‑quality data for operational dashboards and executive reporting.

Operational Excellence

• Act as the primary liaison between non‑technical business units and engineering teams, translating requirements into precise execution tickets and user stories.
• Ensure successful go‑live strategies by managing releases and preparing documentation to drive high user adoption.
• Lead User Acceptance Testing (UAT) to ensure that technical deliverables perfectly align with the original business requirements.
• Navigate complex environments to achieve consensus on process changes, balancing competing priorities across different business units.

Adoption & Enablement

• Create and deliver engaging training sessions and accessible documentation to ensure high adoption rates and minimal friction.
• Build and maintain Salesforce dashboards and list views that provide managers with real‑time visibility into team performance and pipeline.
• Support the growth of junior process managers and consultants by sharing best practices in process mapping and Salesforce configuration.

Qualifications

• 5+ years in Salesforce Platform Development, experience building standardized intervention playbooks for partner performance and monetization.
• Proven track record of implementing Salesforce Flows, configurations and AI‑driven automation via Agentforce or Einstein to drive productivity.
• Salesforce Certified Administrator and Platform App Builder required. Sales or Service Cloud Consultant certifications highly preferred.
• Strong experience in Agile/Scrum environments, proficient in managing backlogs in Jira and mapping processes in Signavio or other process mapping tools.
• Exceptional ability to influence senior leadership by translating technical AI capabilities into clear business value and operational ROI.
• Experience in CRMA (Salesforce CRM Analytics) highly appreciated.

Benefits

• 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 up to 60% remote per week
• 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
• Training platform and biannual peer‑to‑peer review