CRM Lead

• Shape the future of customer engagement at Zip, turning customer insights into personalised experiences that drive meaningful growth across Australia and New Zealand.
• Bring your deep CRM and Braze expertise, strategic thinking and passion for experimentation to influence customer engagement, product adoption and commercial outcomes.
• Permanent opportunity based in Sydney or Melbourne, collaborating with talented teams across Marketing, Product, Data and Commercial.

Our ANZ Marketing team connects millions of customers and merchant partners with the value of Zip's products. Through creativity, customer insights and meaningful engagement, we bring our products to life, build lasting relationships and create experiences that help our customers get more from Zip.

Within Marketing, our CRM team plays a critical role in how we engage existing and future customers, delivering relevant, personalised communications that encourage product adoption, deepen engagement and support positive repayment behaviours.

As CRM Lead  you'll have the opportunity to shape the future of customer engagement at Zip, owning the CRM strategy and driving initiatives that deliver meaningful customer and commercial outcomes.

Reporting to the Director of Growth ANZ, you'll be a key contributor to the Marketing leadership team, bringing a strategic mindset, commercial curiosity and a passion for using data to uncover new opportunities.

You'll work closely with teams across Marketing, Product, Data and Commercial to turn customer insights into action, challenge how we do things today and help us Change the Game in customer engagement.

• Shape and execute Zip's CRM strategy, creating personalised and engaging customer experiences that drive product adoption, repeat usage, customer loyalty and sustainable growth.
• Own the CRM roadmap, identifying opportunities to enhance customer identification, segmentation, targeting and personalisation capabilities.
• Develop and optimise customer lifecycle strategies that deliver the right message to the right customer at the right time, across relevant channels.
• Partner with Product, Creative, Data and Lifecycle teams to bring compelling product stories and customer value propositions to life through CRM.
• Use customer insights, behavioural data and experimentation to identify growth opportunities, improve engagement and deliver measurable commercial outcomes.
• Champion a culture of testing and continuous improvement, embedding experimentation frameworks that optimise campaign performance, customer experience and conversion.
• Collaborate with MarTech and Engineering teams to evolve CRM platforms and capabilities, unlocking smarter, more scalable ways to engage customers.
• Work across Marketing functions to develop communications that support responsible product usage, positive repayment behaviours and consistently strong customer experiences.
• Monitor campaign performance, customer trends and competitor activity to inform future strategies and continuously improve customer lifecycle value.
• Influence senior stakeholders across the business, bringing clarity, curiosity and commercial thinking to complex challenges while championing our Customer First approach.

Zipsters work on a broad range of initiatives, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• Extensive marketing experience, ideally 10+ years, with deep expertise in CRM strategy, customer lifecycle management and customer engagement, ideally gained within financial services, retail, technology or marketplaces.
• A proven track record of developing and executing successful CRM strategies that drive customer engagement, product adoption, repeat usage and measurable business growth.
• Strong experience in customer segmentation, personalisation, propensity modelling and targeted communications, ideally within a regulated environment.
• A strategic and commercially curious mindset, with the ability to balance immediate growth opportunities with sustainable customer and business outcomes.
• Strong analytical capabilities, using customer insights, A/B testing, multivariate testing and experimentation to inform decisions and continuously optimise performance.
• Experience enhancing CRM and marketing technology capabilities, working collaboratively with Data, MarTech and Engineering teams.
• The ability to influence and build trusted relationships with senior stakeholders, bringing people together around shared goals and delivering outcomes through collaboration.
• A proactive, adaptable approach, with the confidence to navigate ambiguity, challenge existing thinking and turn complex problems into practical solutions.
• A collaborative and empathetic approach to leadership, with the ability to positively influence others and contribute to a high performing, values led team.
• A mindset that embraces AI and new tools to adapt, learn and grow.
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.
• Our values in your DNA. Customer First, Own It, Stronger Together and Change the Game.

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean 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 Wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural 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)
• Access the Flare Benefits Hub & Novated Leasing: Save on groceries, fuel, tech, fashion, dining and more, with exclusive health perks, wellbeing guidance and potential tax savings on car ownership.

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.

Equally, 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.

In Australia and New Zealand, Zip offers access to point of sale credit and digital payment services, connecting customers with merchant partners and helping people take control of how they pay.

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.

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