Head of Revenue Operations & CRM - Platform & Revenue Operations

The Role & The Team

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 Hub Spot enable efficient partner lifecycle execution ying the role of a key business partner to Sales, Partner Management, Finance, Operations, Product, Tech, and Data.

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.

• 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 Hub Spot 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.

• You 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 Hub Spot 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.

• 27 days of holiday a year to start for full-time employees.
• 2 paid volunteering days a year.
• Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration.
• Work from abroad for up to 30 working days a year.
• Employee shares program.
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners.
• Relocation assistance available (subject to prior agreement).
• Family services, including counseling and support.
• Health and wellbeing options (including Wellhub, formerly Gympass).
• Mental health support and coaching available.
• Drive your development through our training platform and biannual peer‑to‑peer review.