Senior CLM Manager / Lounge by Zalando (all genders)

THE ROLE & THE TEAM Lounge by Zalando is an online outlet for fashion and lifestyle products in 24 European countries. We offer our members daily, time-limited sale campaigns with discounts of up to 75% off the recommended retail price. However, Lounge by Zalando has so much more than discounts. Customers sign up with their email addresses and can shop daily curated selections of limited-time promotional deals. Unlike Zalando, we don't operate through a permanent catalog. The campaign model is a crucial differentiator and invites customers to experience Zalando's fashion credibility with the additional elements of surprise and great value for money. Our strength lies in our focus on fashion and lifestyle brands from sought-after labels to niche brands. Working with our brand partners, we're pioneering innovative supply-chain and production processes, creating a new way to shop for fashion - and a new way to sell it. This role is about architecting the automated engagement engine that maximizes long-term customer value. As a Senior CLM Manager, you will serve as a Lifecycle Strategist within our Customer Lifecycle Management team, driving the strategic design and orchestration of our multi-channel customer journey roadmap. Your mission is to elevate our operating model from tactical communication execution into a highly personalized, data-driven revenue engine. Operating across a 24-country footprint with volatile flash-sale economics, you will be directly accountable for unlocking significant incremental business growth by continuously advancing our marketing automation capabilities and setting new industry standards for lifecycle excellence. 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 WHAT WE’D LOVE YOU TO DO (AND LOVE DOING) Own the Strategic Roadmap: Design, manage, and scale a comprehensive lifecycle automation and experimentation roadmap, prioritizing high-value customer programs across onboarding, activation, retention, and win-back segments. Drive Incrementality & Financial Impact: Move customer communication away from purely volume-based indicators toward strict financial incrementality targets—forecasting and verifying the precise business impact, order volume, and conversion lift driven by specific lifecycle programs. Govern Platform Orchestration: Define and maintain our communication matrix across all channels. Establish automated, platform-driven logic (prioritization rules, frequency capping, fallback logic) to optimize outbound touchpoints and protect customers from channel fatigue. Lead Cross-Functional Alignment: Act as the primary strategic anchor aligning lifecycle goals with Creative, Engineering, Product, and Data Science teams to remove operational blockers and secure the infrastructure needed to scale. Leverage Advanced Analytics: Partner deeply with Analytics and Data Science teams to deploy predictive models that improve audience segmentation and implement robust measurement frameworks to continuously optimize lifecycle programs. WE’D LOVE TO MEET YOU IF Experience: 7-8 years of strategic experience driving CRM, Lifecycle Marketing, or Customer Growth strategies, ideally within a high-volume e-commerce, subscription, or digital retail environment. Platform & Technical Expertise: Expert-level capabilities within enterprise marketing automation tools (e.g., Braze, Salesforce Marketing Cloud), specifically in building complex, multi-step, trigger-based lifecycle journeys. Advanced Personalization Fluency: Strong understanding of real-time personalization logic, with functional knowledge of how dynamic scripting languages (e.g., Liquid, AmpScript), webhooks, and REST APIs are utilized to scale dynamic messaging. Data & Incrementality Savviness: Proven experience working with incrementality modeling and data platforms, alongside a sharp ability to translate complex data science metrics into executive-level performance reporting. Stakeholder Management: Exceptional communication skills with a track record of managing up to senior executives and coordinating alignments across technical, commercial, and creative disciplines. 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 (+1 day for every calendar year up to 30 days) 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