CRM Process Owner

• Lead the design and refinement of best-in-class workflows for the entire partner lifecycle, including acquisition, contract management, onboarding, and Service Cloud.
• Proactively identify and replace “offline” processes (like manual spreadsheets or disconnected tools) with integrated Salesforce solutions to ensure a single source of truth.
• Evaluate systemic impact: Assess how new features or process changes affect downstream systems, such as BI reporting or revenue recognition, ensuring no disruption to the ecosystem.
• Drive AI-Enabled Innovation: Oversee the functional implementation of cutting-edge Salesforce technologies, such as Agentforce and Einstein, to automate partner segmentation and drive operational ROI.

Process Governance & Design

• Design intuitive workflows and Salesforce configurations (validation rules, page layouts, flows) that prioritize user experience and data integrity.
• Standardize Documentation: Map business processes using industry standards (like BPMN) to maintain a clear, scalable landscape of our operations.
• Maintain Data Integrity: Oversee data management practices at the entry point to ensure high-quality data for operational dashboards and executive reporting.

Operational Excellence

• Bridge the Business-Tech Gap: Act as the primary liaison between non-technical business units and engineering teams, translating requirements into precise execution tickets and user stories.
• Coordinate Cross-Functional Releases: Ensure successful go-live strategies by managing releases and preparing documentation to drive high user adoption.
• Own Quality Assurance: Lead User Acceptance Testing (UAT) to ensure that technical deliverables perfectly align with the original business requirements.
• Manage Stakeholders: Navigate complex environments to achieve consensus on process changes, balancing competing priorities across different business units.

Adoption & Enablement

• Empower End-Users: Create and deliver engaging training sessions and accessible documentation to ensure high adoption rates and minimal friction.
• Deliver Actionable Insights: Build and maintain Salesforce dashboards and list views that provide managers with real-time visibility into team performance and pipeline.
• Mentorship: Support the growth of junior process managers and consultants by sharing best practices in process mapping and Salesforce configuration.

• Expertise: 5+ years in Salesforce Platform Development, experience building standardized intervention playbooks for partner performance and monetization.
• Technical Proficiency: Proven track record of implementing Salesforce Flows ,configurations and AI-driven automation via Agentforce or Einstein to drive productivity.
• Certifications: Required Salesforce Certified Administrator and Platform App Builder; Sales or Service Cloud Consultant certifications are highly preferred.
• Methodology: Strong experience in Agile/Scrum environments, proficient in managing backlogs in Jira and mapping processes in Signavio/Other process mapping tools.
• Stakeholder Impact: Exceptional ability to influence senior leadership by translating technical AI capabilities into clear business value and operational ROI.
• Analytics: Experience in CRMA (Salesforce CRM Analytics) will be highly appreciated as we look to drive deeper data-driven insights for our partner ecosystem.

Zalando 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.

• Employee shares program
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
• 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
• 27 days of vacation a year to start
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Gympass)
• Mental health support and coaching available
• Drive your development through our training platform and biannual peer-to-peer review

Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us FULL_TIME Organization