CRM Platform Expert

4 weeks ago

Sydney, New South Wales, Australia Zip Co Full time
Key Responsibilities

As a CRM Manager at Zip Co, you will be responsible for developing and implementing initiatives across email, in-app messages, push notifications, and SMS to drive business growth and lifelong brand advocates.

You will engage with stakeholders across the business in executing one-off campaigns as well as always-on and lifecycle strategies and building out these capabilities with a focus on driving profitable user growth and building valuable experiences through every marketing touchpoint across our CRM program.

Key Performance Indicators:

  • Accountability for the planning, scheduling, executing, testing, and optimisation of campaigns in our CRM Platforms (Braze and Pardot)
  • Launch lifecycle marketing campaigns from concept through to analysis and ongoing optimisation in consultation with the customer lifecycle team, providing guidance on best practice and implementing learnings from previous campaigns and iterations.
  • Ensure all CRM messages are on-brand, and manage the creative workflow for CRM-led initiatives.
  • Proactively analyse campaign results and wider cross-channel engagement trends to synthesise learnings for stakeholders, and ideate actionable next steps for optimising results and enhancing the user journey.
  • Deploy A/B and multivariate tests to drive the most effective ROI and incremental uplift and align your approach with Zip's key plan on a page metrics.
  • Ensure the development and continued use of deep user segmentation to create a dynamic, segmentation-based CRM program.
  • Consult with and brief our Marketing Technology team to ensure new user events and attributes and platform features are able to further enhance our CRM program.
  • Create and manage automations and journeys within our CRM platform (Braze).
  • Target customers with relevant merchants and offers to ensure a positive experience for users engaging with Zip retailers.
  • Provide support to other colleagues in the CRM team to further enhance team output and deliver results.
Requirements

To be successful in this role, you will need:

  • 4+ years of CRM operations and marketing experience including email marketing, push, SMS messaging, segmentation, and trigger/lifecycle campaigns.
  • Experience with Braze preferred (or similar equivalent, e.g, Adobe Campaign or Salesforce Marketing Cloud).
  • Ability to deliver campaigns efficiently and effectively within a wider program of work.
  • Deep understanding of customer segmentation and targeting to optimise return on all communication types while balancing customer experience.
  • Demonstrated experience working within a test and learn environment; solid understanding of how to implement A/B and multivariate testing frameworks, report on results, optimise, and iterate.
  • Experience working with Martech and Product functions.
  • Understanding of and previous experience using liquid logic/dynamic content to personalise CRM communications.
  • Previous experience in Fin-tech and/or App-based companies preferred.
  • Project management skills - ability to proactively plan, prioritise, and communicate results with stakeholders as part of cross-functional working groups.
  • Extensive email deployment experience and understanding of QA processes.
  • Knowledge of HTML/CSS coding for email, and familiarity with responsive design is desirable but not essential.
  • An aptitude for identifying and managing risks.
  • Our values in your DNA: Customer First, Own It, Stronger Together, and Change the Game.
What You'll Get in Return

As we continue to move at pace and embrace change, you will have opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you'll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You'll also receive:

  • 25 days paid leave annually, including birthday leave and quarterly wellbeing days
  • 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
  • Family support policies including miscarriage bereavement leave and domestic violence leave
  • Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
  • 2 days paid volunteering leave per year
  • Fee-free Zip products, and discounts with Zip merchant partners (AU)
  • Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

We're committed to ensuring our recruitment processes are accessible and inclusive. Please let us know if there are any adjustments that need to be made to ensure you have a fair and equitable experience.

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We're proud to be a values-led business and our values - Customer First, Own It, Stronger Together, and Change the Game - guide us in everything we do.

We are a proud 2024 Circle Back initiative employer and will respond to every applicant.

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