Head of Revenue Operations & CRM - Platform Experience & Revenue Operations (all genders)

Role The newly established Head of Revenue Operations & CRM role will build and run Zalando Platform’s revenue operating system, turning platform strategy into predictable growth through scalable processes, performance governance, a coherent CRM ecosystem enhanced by automation and agentic AI. The role owns an end‑to‑end revenue operating model (segmentation and coverage logic, funnel and pipeline governance, planning and forecasting cadences, incentives, targets and KPIs) and ensures Salesforce and HubSpot enable efficient partner‑lifecycle execution at scale. The role acts as a key business partner to Sales, Partner Management, Finance, Operations, Product, Tech, and Data. Company Commitment Zalando is committed to diversity and inclusion, encouraging applicants from all backgrounds and ensuring a bias‑free hiring process. Responsibilities - Design and run the end‑to‑end revenue operating system, covering pipeline governance, segmentation, and incentive structures. - Define and govern standard commercial processes across all partner segments, services, and propositions. - Coordinate all Sales Operations & Insights activities, including forecasting, planning, pipeline management, budgeting, and maintaining data/process hygiene. - Define, report, and own key performance metrics (KPIs) and performance rhythms (weekly, monthly, quarterly) to guide interventions and support decision‑making. - Own the Salesforce architecture and roadmap, and HubSpot use cases, ensuring the CRM platform supports commercial, operational, and enablement workflows with high adoption. - Partner with Product, Tech, and Data teams to scale automation and agentic AI use cases that reduce manual effort and improve productivity. - Lead organizational transformation, build and lead the Rev Ops & CRM team, and drive adoption of standardized processes and tools across the function. Qualifications - 5+ years of leadership experience in Revenue Operations, Sales Operations, or Commercial Excellence within a complex B2B, platform, or marketplace environment. - Proven track record of leading end‑to‑end transformation initiatives such as CRM roll‑out/migration or implementation of new sales methodologies. - Strong analytical background with experience defining, tracking, and using KPIs to steer behavior and outcomes. - Expert in Salesforce, including workflow/process design, automation, reporting, and driving adoption at scale. - Experience governing CRM business processes beyond sales (e.g., partner lifecycle, operational support) with tools like HubSpot. - Demonstrated ability to drive automation and efficiency, including AI‑enabled workflow automation and decision‑support use cases. - Proven leadership capability to influence and align senior stakeholders in complex, matrixed organizations and translate ambiguous strategy into repeatable processes. What We Offer - 27 days of holiday per year (full‑time) plus 2 paid volunteering days. - Employee shares program. - 40% discount on fashion and beauty products sold by Zalando, 30% discount on Lounge by Zalando, and discounts from external partners. - Relocation assistance (subject to prior agreement). - Family services, including counseling and support. - Health and wellbeing options (including Wellhub, formerly Gympass) and mental health support and coaching. - Development opportunities through training platform and biannual peer‑to‑peer review.