Senior Manager, Global CRM Operations at Zip Co

CRM & Loyalty, Full-Time, Sydney sydney full-time
Posted 22 days ago

About us

We are Zip, a global Buy Now, Pay Later company providing fair and seamless solutions that simplify how millions of people pay. Our journey began in Australia, has taken us to 12 countries (so far) - and we’re just getting started.

We exist to create a world where people can live fearlessly today, knowing they’re in control of tomorrow. Focused on product innovation that puts people at the centre, we put the financial well-being of our customers and merchant partners at the heart of everything that we do.

The role

The Global CRM team is part of our Global Marketing team supporting 3 regions and over 6 markets, and growing.
Our mission is to create a seamless and personalised customer experience. Reporting to the Director Customer Engagement, as the Senior Manager Global CRM Operations, you will be accountable for the CRM operation globally. 

You’ll be working across multiple business units in multiple markets, working closely with Product, Marketing, Data, Risk and Customer Success to leverage our platforms to ensure we are giving our customers the best experience possible and driving strong commercial outcomes for Zip.

This is a greenfield role, establishing a world-class global operation from scratch, bringing together disparate teams and selling the vision of CRM capability to leaders all over the world. 

You will be accountable for the operations teams in different regions, for optimising the use of our platforms and delivering ROI on platforms and the team; using data strategically to drive personalised customer experiences and ensuring campaigns can be effectively reported on; developing the most effective and efficient processes to enable Zip to scale; and developing operational playbooks as we continue to set up new markets.

With all of this focus, CRM will become a strong global muscle that markets will seek out to add value to customers and their P&L.
Stakeholders will approach your team with business problems to solve through customer contact strategies and you will be a key influencer and partner of the product and marketing teams in key markets.

You will be:

Operationally strong - experience in managing teams in different locations, different organisations or business units; managing and prioritising strategic initiatives for delivery, enhancing processes for efficiency, effectiveness and compliance.
You will have a focus on measuring your success and that of your team through robust data.

Technical - understand how systems, data and operations interact, the importance of quality data and architecture to enable Zip to scale effectively and efficiently. Deep experience in CRM and marketing automation systems will help you to hit the ground running.

Strategically minded and a strong influencer - experience working in cross-functional teams, influencing senior leaders of departments to prioritise initiatives and coordinate people and teams across a business to deliver on an initiative. You will see the bigger picture, articulate your vision well and conduct the moving parts to deliver against that vision and success measures.

You’ll also:

  • Deliver the CRM operations strategy and op model - specifically around platform optimisation and data enrichment, and you will contribute to the overall customer engagement strategy 
  • Establish a global centre of operational excellence for CRM execution, ensuring accuracy of campaigns, a test and learn framework, playbook for operational set up in new markets and coordination of data and tech requirements with different teams, to deliver strong customers and business value
  • Work with Martech and Chief Data Office/Engineering teams to uphold data governance standards to ensure data is accurately captured, used and optimised in the CRM tools, and that we maintain compliance with privacy principles and other relevant regulatory requirements
  • Manage the day to day relationship with CRM technology vendors to ensure operations are getting the most value from the CRM tech
  • Deliver the strategies for customer lifecycle communications to drive acquisition, onboarding, engagement and retention across all channels as well as other communications required
  • Work with key stakeholders across product and marketing in different markets to ensure CRM Operations are meeting their business needs, strategic and tactical requirements 
  • Manage the Global CRM operations team, ensuring efficiency of operation, robust prioritisation and managing senior stakeholder engagement and communications 
  • Manage projects or represent CRM on projects pertaining to customer data, CRM system optimisation
  • To help us level up, you’ll bring:

  • Tertiary qualification in business or a related field
  • Strong CRM experience, ideally having worked with a next best action/personalisation framework
  • Global CRM experience will be highly regarded
  • Advanced influencing and stakeholder management skills; ability to create and sell in a vision and bring stakeholders on the journey
  • Advanced project management skills, ideally in a technical environment
  • Highly commercial aptitude, understanding how businesses make money and how CRM can drive significant return on investment
  • Experience and knowledge of how data, technology, people and process are required to deliver a tech-oriented strategy
  • Strong customer understanding and focus with a data-driven approach to solving customer and business problems
  • Strong organisational and analytical skills with a commitment to driving the success of marketing programs, with a strong attention to detail, clarity and accuracy
  • A strong desire to execute, drive impact and demonstrate urgency
  • Hands on experience in communication/marketing automation platforms including any of the following: Salesforce Marketing Cloud, Adobe Marketing Cloud, Braze, Leanplum, Pardot, Marketo.
  • Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game
  • We’re proud to be a values-led business. Our values form our Mamba mentality - how we’re better today than yesterday, and are used to create game-changing experiences for our customers and fellow Zipsters.

    If you only meet some of the requirements for this role, that's okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

    We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

    What’s in it for you?

    We offer a variety of perks and benefits to support you at both work and home. Here’s a taste of what you can expect!

    ●     Flexible working culture
    ●     Share incentive programs
    ●     Generous paid parental leave
    ●     Leading family support policies
    ●     Paid birthday and volunteering leave
    ●     Mental health and wellbeing program
    ●     Virtual yoga and meditation classes
    ●     Epic office with a casual dress code
    ●     Fun team with high-growth hustle
    ●     Remote working allowance
    ●     Heaps of social events

    Join us on our mission to be the first payment choice, everywhere and every day.