Senior CLM Manager / Lounge by Zalando (all genders)

Role: The Senior CLM Manager will serve as a Lifecycle Strategist within the Customer Lifecycle Management team for Lounge by Zalando, an online outlet offering time‑limited fashion and lifestyle sales across 24 European countries. The role focuses on architecting an automated engagement engine to maximise long‑term customer value and drive data‑driven revenue growth. Responsibilities: - Own the strategic roadmap: design, manage and scale a comprehensive lifecycle automation and experimentation roadmap, prioritising high‑value programs across onboarding, activation, retention and win‑back. - Drive incrementality and financial impact: shift communication from volume‑based metrics to strict financial incrementality targets, forecasting and verifying business impact, order volume and conversion lift. - Govern platform orchestration: define and maintain the communication matrix across all channels, establishing automated logic (prioritisation rules, frequency capping, fallback logic) to optimise outbound touchpoints and prevent channel fatigue. - Lead cross‑functional alignment: act as the primary strategic anchor aligning lifecycle goals with Creative, Engineering, Product and Data Science teams. - Leverage advanced analytics: partner with Analytics and Data Science to deploy predictive models, improve audience segmentation and implement robust measurement frameworks for continuous optimisation. Qualifications: - 7‑8 years of strategic experience driving CRM, lifecycle marketing or customer growth strategies, preferably in high‑volume e‑commerce, subscription or digital retail environments. - Expert‑level proficiency with enterprise marketing automation tools (e.g., Braze, Salesforce Marketing Cloud) and building complex, multi‑step, trigger‑based journeys. - Strong understanding of real‑time personalization logic, including dynamic scripting languages (Liquid, AmpScript), webhooks and REST APIs. - Proven experience with incrementality modelling and data platforms, and the ability to translate complex data‑science metrics into executive‑level performance reporting. - Exceptional stakeholder management and communication skills, with a track record of influencing senior executives and coordinating across technical, commercial and creative disciplines. What We Offer: - 27 days of holiday (increasing to 30 days with tenure) plus 2 paid volunteering days. - Employee share programme. - 40% discount on Zalando fashion and beauty products, 30% discount on Lounge by Zalando and additional external partner discounts. - Relocation assistance (subject to agreement). - Family services, health and wellbeing options (including Wellhub/Gympass), mental health support and coaching. - Development opportunities through a training platform and bi‑annual peer‑to‑peer review.