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 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.
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.