Senior CRM Process Owner (all genders)

Role: - Title: Senior CRM Process Owner - Overview: 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. Mission: drive revenue operations, build scalable processes, optimize partner experiences through AI-enabled efficiency and productivity improvement initiatives. Lead high‑impact projects powered by Agentforce and advanced data automation. Responsibilities: - Salesforce Product Leadership: design and refine workflows for the partner lifecycle (acquisition, contract management, onboarding, Service Cloud); replace offline processes with integrated Salesforce solutions; assess systemic impact on downstream systems; oversee AI‑enabled innovation with Agentforce and Einstein. - Process Governance & Design: create intuitive workflows and Salesforce configurations (validation rules, page layouts, flows); standardize documentation using BPMN; maintain data integrity at entry point for dashboards and reporting. - Operational Excellence: act as liaison between business units and engineering; coordinate cross‑functional releases; lead user acceptance testing; manage stakeholders and achieve consensus on process changes. - Adoption & Enablement: deliver training and documentation; build Salesforce dashboards and list views for real‑time visibility; mentor junior process managers and consultants. Qualifications: - 5+ years Salesforce platform development experience, building standardized intervention playbooks. - Proven implementation of Salesforce Flows, configurations, AI automation via Agentforce or Einstein. - Required certifications: Salesforce Certified Administrator and Platform App Builder; Sales or Service Cloud Consultant preferred. - Strong Agile/Scrum experience; backlog management in Jira; process mapping in Signavio or similar. - Ability to influence senior leadership and translate technical AI capabilities into business value. - Experience with Salesforce CRM Analytics (CRMA) is a plus. What We Offer: - Employee shares program. - 40% discount on Zalando fashion & beauty products, 30% off Zalando Lounge, external partner discounts. - 2 paid volunteering days per year. - Hybrid working model (up to 60% remote) and option to work abroad up to 30 days per year. - 27 vacation days starting, relocation assistance, family services, health & wellbeing options (Gympass), mental health support and coaching. - Development opportunities via training platform and biannual peer‑to‑peer review.