- 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 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.

Write your story with a career at Zip

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 prospect 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.

What you’ll own

- 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.

What you’ll bring to the team

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 delive

📌 CRM Lead (Sydney)
🏢 Zip Co
📍 Sydney