Customer Experience Strategist

2 weeks ago

Sydney, New South Wales, Australia Zip Co Full time
About Zip Co

Zip Co Limited (ASX: ZIP) is a leading digital financial services company, revolutionising the way customers and merchants interact. With a strong presence in Australia, New Zealand, and the US, we offer innovative, people-centred products that connect millions of customers with our global network of tens of thousands of merchants.

A Day in the Life of Our CRM Manager

In this role, you will be responsible for developing and implementing initiatives across email, in-app messages, push notifications, and SMS to drive business growth and foster lifelong brand advocates. As a CRM expert, you will work closely with our Marketing team to execute multi-channel marketing campaigns, including contact strategy development, audience segmentation, analytics, reporting, template implementation, testing, and content/campaign programming.

You will engage with stakeholders across the business to execute one-off campaigns as well as always-on and lifecycle strategies, focusing on driving profitable user growth and delivering valuable experiences through every marketing touchpoint within our CRM program.

The Role
  • Be accountable 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, aligning 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 programme.
  • Consult with and brief our Marketing Technology team to ensure new user events and attributes and platform features can further enhance our CRM programme.
  • 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.
About You
  • 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 equivalents, e.g., Adobe Campaign or Salesforce Marketing Cloud).
  • Ability to deliver campaigns efficiently and effectively within a wider programme 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.
Your Benefits
  • $120,000 - $150,000 per annum, depending on experience.
  • 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.
  • Team social events, epic offices, free breakfast daily, and weekly free lunches.

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