Director Platform Experience and Revenue Operations

The Role & The Team

As Zalando’s Platform business enters the next phase of scale it requires a coherent customer and partner experience, a scalable revenue operating model, trusted data and CRM, effective enablement, and disciplined execution across the organization.

As Director of Platform Experience & Revenue Operations, you will lead the function that provides this backbone for Zalando’s Platform business. You will own how we design and continuously improve the end-to-end partner and customer experience, translate commercial strategy into scalable operating models, and create the governance, capabilities and tools that enable teams to execute consistently and effectively.

You will lead a multidisciplinary organization spanning four interconnected areas:

• Platform Experience: Designing a coherent end-to-end customer and partner experience and the frameworks, standards and capabilities required to improve it.

• Revenue Operations & CRM: Building the commercial operating system across planning, segmentation, lifecycle management, performance governance, CRM, automation and AI.

• Platform Communications & Education: Enabling partners and internal teams through clear communications, education and scalable self-service.

• PXR Office: Driving strategic planning, business governance, services portfolio, transformation programs and the operating rhythms that turn priorities into execution.

WHAT WE'D LOVE YOU TO DO

• Set the strategy for Platform Experience & Revenue Operations, translating Platform Business priorities into a clear functional vision, operating model, roadmap and measurable outcomes.

• Own and continuously improve the end-to-end customer and partner experience, establishing the standards, insights and governance needed to create coherent journeys, simplify processes and improve customer and partner satisfaction and business performance.

• Build a scalable revenue operating system across segmentation, lifecycle management, pipeline and performance governance, commercial playbooks, forecasting, incentives, and the CRM ecosystem supporting these processes.

• Advance data, automation and AI-enabled execution, creating trusted views of partner and commercial performance and scaling tools and use cases that improve decision-making, productivity and partner guidance.

• Drive organizational alignment and execution discipline, establishing effective planning cycles, leadership routines and portfolio governance while leading high-impact transformation programs across business and technology teams.

• Build and lead a high-performing multidisciplinary organization, developing senior leaders, creating clear accountability and ensuring Platform Experience, Revenue Operations, Communications & Education and strategic governance operate as one connected function.

WE'D LOVE TO MEET YOU IF...

• You are an experienced senior leader with a strong track record across platform or marketplace operations, revenue operations, commercial excellence, partner experience, business transformation, or comparable functions.

• You have successfully led multidisciplinary organizations and senior leaders within complex, international and highly cross-functional environments.

• You understand how digital platforms and marketplaces operate and can balance partner needs, customer outcomes, commercial performance and operational scalability.

• You have designed or significantly improved operating models covering areas such as partner experience, segmentation, planning, forecasting, performance governance, incentives, CRM or lifecycle management.

• You combine strategic thinking with strong execution, using data and sound judgment to simplify complex problems, set direction and translate decisions into measurable outcomes.

• You are an influential and empathetic leader who can align senior stakeholders, lead through ambiguity and transformation, and build teams with high levels of clarity, ownership and ambition.

INCLUSIVE BY DESIGN

If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!

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. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you.

Discover more about our commitment to creating a diverse and inclusive workplace: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion

OUR OFFER

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.

• 27 days of holiday a year to start for full-time employees

• 2 paid volunteering 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