Senior CRM Process Owner (all genders) - Maternity Cover

Role: Senior CRM Process Owner (Maternity Cover) – The CRM and Business Excellence team in Zalando’s Partner Platform Business seeks a Senior CRM Process Owner to bridge core Salesforce platform development and strategic business operations, driving revenue operations and building scalable processes to optimise partner experiences through AI‑enabled efficiency and productivity improvements. Responsibilities: - Lead design and refinement of Salesforce workflows for the partner lifecycle (acquisition, contract management, onboarding, Service Cloud). - Replace offline processes with integrated Salesforce solutions, ensuring a single source of truth. - Assess systemic impact of new features/process changes on downstream systems (BI reporting, revenue recognition). - Oversee implementation of AI‑enabled Salesforce technologies (Agentforce, Einstein) for partner segmentation and operational ROI. - Design intuitive workflows and configurations (validation rules, page layouts, flows) prioritising user experience and data integrity. - Document business processes using standards (e.g., BPMN) to maintain a scalable operations landscape. - Maintain data integrity at entry points for dashboards and executive reporting. - Act as liaison between business units and engineering, translating requirements into execution tickets and user stories. - Coordinate cross‑functional releases, manage go‑live strategies and documentation to drive adoption. - Lead user acceptance testing to ensure technical deliverables meet business requirements. - Manage stakeholders across units to achieve consensus on process changes. - Create and deliver training and documentation to empower end‑users and ensure high adoption. - Build and maintain Salesforce dashboards and list views for real‑time performance visibility. - Mentor junior process managers and consultants. Qualifications: - Minimum 5 + years experience in Salesforce platform development and building standardized intervention playbooks for partner performance and monetisation. - Proven track record implementing Salesforce Flows, configurations and AI‑driven automation (Agentforce, Einstein) to drive productivity. - Required certifications: Salesforce Certified Administrator and Platform App Builder; Sales or Service Cloud Consultant certifications preferred. - Strong experience in Agile/Scrum environments; proficient in managing backlogs in Jira and process‑mapping tools (Signavio or similar). - Excellent stakeholder‑management skills, able 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 programme. - 40 % discount on fashion and beauty products, 30 % discount on Zalando Lounge, plus external partner discounts. - Two paid volunteering days per year. - Hybrid working model with up to 60 % remote (team‑dependent). - Option to work from abroad up to 30 days per year. - 27 days vacation per year (starting). - Relocation assistance (subject to agreement). - Family services, counselling and support. - Health and wellbeing options (Gympass) and mental‑health coaching. - Development opportunities via training platform and bi‑annual peer‑to‑peer review.