CRM Manager at Zip Co

Other Marketing, Full-Time, Sydney sydney marketing full-time
Posted 20 days ago

We are Zip, a rapidly expanding global fintech headquartered out of Sydney, Australia with a growing presence focused in the US and UK markets.

We're here to simplify how the world pays for what they need by connecting merchants with consumers and offering them fair and seamless payment solutions, everywhere. We’re also the brains behind Pocketbook, which helps almost a million Aussies take control of their money and improve their financial wellbeing.

Our values are at the heart of everything we do. They form our Mamba mentality - how we’re better than yesterday, and are used to create game-changing experiences for our customers and our people.

As a CRM Manager in our CRM Operations team in Marketing, you will deliver marketing communications to our customers. You’ll be working across multiple business units and working closely with Product, Marketing, Data, Business and Customer Success to leverage our platforms to ensure we are giving our customers the best experience possible. 

This role is highly technical, ensuring quality on-time delivery of our CRM campaigns, from simple to complex to deliver strong engagement with our customers and overall success of the CRM Program.  The role will be 80% technical, and 20% strategy and reporting.  You will be responsible for campaign delivery, project delivery (eg campaign automation), and operational reporting to ensure we are continuously improving in efficiency and effectiveness of our CRM operation. You will be:

Passionate about data - you will understand consumer behaviour and can identify relevant insights and translate them into meaningful customer experiences. This will help you engage with the right customers and nurture our customer base, and of course enable you to report on the success of your campaigns. 

Technically strong - you have experience executing CRM campaigns, using tools like Braze, Pardot or similar, send communications to customers through channels like email, push and SMS. You will understand how to target campaigns and get the best outcomes in terms of open rates, click through rates and response, how to build campaigns from campaign targeting, set up, quality assurance and execution.

Operationally excellent - you strive for high quality and love process and brilliant execution.  You demand this of the people around you and enjoy being part of a high performing team.

You'll also:

  • Deliver a world-class CRM program, from one-off campaigns to journeys, from campaign automation to A/B testing. You will ensure campaigns are relevant and personalised for customers.
  • Embed learning from historical campaigns run by Zip, including subject lines, send timings and device display optimisations.
  • Keep abreast of external best practices and competitor communications.
  • Manage the audience selection for campaigns and mailing list management.
  • Provide campaign and operational reporting, analysis and troubleshooting, implement fixes and optimisations as required.
  • Define and document briefs, business rules, processes, checklists, data/tech requirements.
  • Manage data integrations required for journeys, including customer data, product feeds and behavioural data.
  • Work with stakeholders to ensure their requirements are well understood and consult on how additional value can be added.
  • Understand bleeding edge email practices to maximise channel effectiveness and look ahead at how to propel the use of the channel forward
  • Assist on projects involving CRM pertaining to customer data, CRM system optimisation
  • Ensure campaign delivery is compliant with Zip policies and regulatory requirements.
  • To help us level up, you'll bring:

  • 4+ years of digital campaign or CRM experience with tertiary qualifications
  • Strong analytical skills with a commitment to driving the success of marketing programs, with a strong attention to detail, clarity and accuracy
  • A curious mind
  • A strong desire to execute, drive impact, deliver with excellence and demonstrate urgency
  • Ability to prioritise and work in a fast paced environment with changing priorities
  • Strong stakeholder management and communication skills
  • Experience with customer segmentation and targeting principles
  • A data-driven approach to problem solving with experience in data and analytics platforms including tracking, attribution and A/B testing exercises 
  • Hands on experience in communication/marketing automation platforms including any of the following: Salesforce Marketing Cloud, Adobe Marketing Cloud, Braze (highly desired!), Leanplum, Pardot, Marketo (desired).
  • Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game
  • We’re looking for someone who always finds new boundaries to cross - a future Zipster who will obsess over excellence and make constant improvements for our customers. We’ve removed the red tape here to get things done quickly, so if you see a problem, own the solution. You've gotta hustle at Zip!

    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.

    Benefits @ Zip

    -  Flexible working culture
    -  Share incentive programs
    -  Generous paid parental leave
    -  Birthday and wellness leave
    -  Epic offices with a casual dress code
    -  Fun team with high-growth hustle
    -  Free breakfast and weekly lunches
    -  Heaps of social events

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