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

THE ROLE & THE TEAMThe 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. Playing the role of a key business partner to Sales, Partner Management, Finance, Operations, Product, Tech, and Data.INCLUSIVE BY DESIGNIf you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce – one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity, and we actively seek out talent from all backgrounds.We actively seek to reduce bias in our hiring and employment processes, focusing on your qualifications, skills, and contributions. To support this, we kindly ask that you refrain from including personal details such as your photo, age, or marital status in your CV, ensuring a fair and equitable evaluation based solely on your abilities and potential.We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you.Discover more about our commitment to creating a diverse and inclusive workplace:WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)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 coherent CRM platform supports commercial, operational, and enablement workflows with high adoption.Partner with Product, Tech, and Data teams to scale proven automation and agentic AI use cases that measurably reduce manual effort and improve productivity.Lead organizational transformation, build and lead the Rev Ops & CRM team, and drive the adoption of standardized processes and tools across the function.WE’D LOVE TO MEET YOU IFYou have 5+ years of leadership experience in Revenue Operations, Sales Operations, or Commercial Excellence within a complex B2B, platform, or marketplace environment.You have led end-to-end transformation initiatives, such as CRM roll-out/migration or the implementation of a new sales methodology or function.You possess a strong analytical background, demonstrated by experience in defining, tracking, and using KPIs to effectively steer behavior and outcomes.You are an expert in Salesforce, specifically with workflow/process design, automation, reporting, and driving adoption at scale.You have experience owning or governing CRM business processes beyond sales (e.g., partner lifecycle, operational support), including HubSpot or similar tools.You have a track record of driving automation and efficiency, including AI-enabled workflow automation and/or decision-support use cases with measurable productivity gains.You have proven leadership capability to influence and align senior stakeholders in complex, matrixed organizations, and turn ambiguous strategy into simple, repeatable processes and operating rhythms.OUR OFFERZalando 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.27 days of holiday a year to start for full-time employees2 paid volunteering days a yearEmployee shares program40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partnersRelocation assistance available (subject to prior agreement)Family services, including counseling and supportHealth and wellbeing options (including Wellhub, formerly Gympass)Mental health support and coaching availableDrive your development through our training platform and biannual peer-to-peer reviewRecruiterVicky [email protected] note that all applications from this job page must be completed using the online form - we do not accept applications via e-mail. Once reviewed, our recruiters will contact applicants via an official Zalando email address (@zalando.de).In some cases we also work with a selection of headhunters and agencies to fill specific roles. Please note that neither Zalando nor our recruiting partners will ask for any kind of payment to apply for a job or attend an interview.If you have any questions about our recruitment process, please take a look at our .ApplyAbout ZalandoFounded in Berlin in 2008, Zalando is the leading European technology platform for fashion and lifestyle. Connecting 62 million active customers with more than 7,000 brands across 29 markets, our operations are built on a unique AI-powered data and infrastructure platform. For our customers, our multi-app approach - comprising Zalando, ABOUT YOU, and Lounge by Zalando - delivers an inspiring, highly personalized shopping experience, serving different customers with different needs. For our partners, we are building the operating system for e-commerce. Through ZEOS, Tradebyte, and SCAYLE, we open our logistics, software, and service capabilities to brands and retailers, enabling them to seamlessly scale their businesses across borders.Back to job descriptionTHE ROLE & THE TEAMThe 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. Playing the role of a key business partner to Sales, Partner Management, Finance, Operations, Product, Tech, and Data.INCLUSIVE BY DESIGNIf you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce – one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity, and we actively seek out talent from all backgrounds.We actively seek to reduce bias in our hiring and employment processes, focusing on your qualifications, skills, and contributions. To support this, we kindly ask that you refrain from including personal details such as your photo, age, or marital status in your CV, ensuring a fair and equitable evaluation based solely on your abilities and potential.We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you.Discover more about our commitment to creating a diverse and inclusive workplace:WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)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 coherent CRM platform supports commercial, operational, and enablement workflows with high adoption.Partner with Product, Tech, and Data teams to scale proven automation and agentic AI use cases that measurably reduce manual effort and improve productivity.Lead organizational transformation, build and lead the Rev Ops & CRM team, and drive the adoption of standardized processes and tools across the function.WE’D LOVE TO MEET YOU IFYou have 5+ years of leadership experience in Revenue Operations, Sales Operations, or Commercial Excellence within a complex B2B, platform, or marketplace environment.You have led end-to-end transformation initiatives, such as CRM roll-out/migration or the implementation of a new sales methodology or function.You possess a strong analytical background, demonstrated by experience in defining, tracking, and using KPIs to effectively steer behavior and outcomes.You are an expert in Salesforce, specifically with workflow/process design, automation, reporting, and driving adoption at scale.You have experience owning or governing CRM business processes beyond sales (e.g., partner lifecycle, operational support), including HubSpot or similar tools.You have a track record of driving automation and efficiency, including AI-enabled workflow automation and/or decision-support use cases with measurable productivity gains.You have proven leadership capability to influence and align senior stakeholders in complex, matrixed organizations, and turn ambiguous strategy into simple, repeatable processes and operating rhythms.OUR OFFERZalando 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.27 days of holiday a year to start for full-time employees2 paid volunteering days a yearEmployee shares program40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partnersRelocation assistance available (subject to prior agreement)Family services, including counseling and supportHealth and wellbeing options (including Wellhub, formerly Gympass)Mental health support and coaching availableDrive your development through our training platform and biannual peer-to-peer reviewRecruiterVicky [email protected] note that all applications from this job page must be completed using the online form - we do not accept applications via e-mail. Once reviewed, our recruiters will contact applicants via an official Zalando email address (@zalando.de).In some cases we also work with a selection of headhunters and agencies to fill specific roles. Please note that neither Zalando nor our recruiting partners will ask for any kind of payment to apply for a job or attend an interview.If you have any questions about our recruitment process, please take a look at our .Apply