Associate Director, CRM

Lead Zip’s CRM strategy to connect millions of customers with the value of smarter payments and financial empowermentInspire a talented CRM team to deliver data-led, personalised communications that drive engagement and growthHybrid work environment based in our Sydney or Melbourne office, blending collaboration and flexibilityWrite your story with a career at ZipJoin Zip’s Marketing team, the creative and analytical force powering customer growth and engagement across Australia and New Zealand. The team brings Zip’s story to life through every interaction—helping customers discover, use and love our products.As our Associate Director, CRM, you’ll lead the strategy, development and execution of Zip’s CRM and customer engagement programs. You’ll oversee a high-performing team responsible for delivering timely, relevant and impactful communications that drive product adoption, usage and loyalty. Working cross-functionally with Product, Data, Creative and Commercial teams, you’ll ensure every customer message is grounded in insight and aligned with Zip’s growth goals.This is a key leadership role within the Marketing Leadership Team, where the how matters just as much as the what. You’ll lead with empathy, inspire collaboration and embody Zip’s values: Customer First, Own It, Stronger Together and Change the Game.What you’ll ownYou’ll develop and lead Zip’s CRM strategy to drive adoption, engagement and retentionYou’ll oversee campaign delivery across multiple channels, ensuring messages are timely, relevant and on-brandYou’ll design lifecycle programs that bring the Zip product story to life, highlighting customer benefits and market differentiationYou’ll collaborate with Product, Data, Creative and Lifecycle teams to execute and optimise end-to-end CRM journeysYou’ll shape the long-term CRM and customer data strategy, with a focus on personalisation and identificationYou’ll report on campaign effectiveness and use insights to drive experimentation, continuous learning and iterationYou’ll foster strong partnerships across Marketing, Product, Data, Sales and Operations to deliver measurable business outcomesWhat you’ll bring to the teamSignificant experience leading and developing marketing teams to deliver outstanding results and professional growth10+ years’ experience in CRM or marketing, ideally within retail, fintech or digital technology sectorDeep knowledge of customer segmentation, personalisation and data-driven lifecycle marketingProven track record designing and delivering multi-channel CRM programs with measurable impactHands-on experience with testing frameworks, campaign optimisation and martech capability developmentStrong analytical mindset with an ability to turn data into strategy and measurable actionExceptional stakeholder management and communication skills across senior and cross-functional teamsA self-starting, ambitious mindset with a passion for innovation, experimentation and growthA mindset that embraces AI and new tools to adapt, learn and growAn 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 rolesOur values in your DNA. Customer First, Own It, Stronger Together and Change the GameWhat You’ll Get In ReturnAs 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 days16 weeks paid parental leave for primary carers, and 4 weeks for supporting carersFamily support policies including miscarriage bereavement leave and domestic violence leaveMental 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 ClassPass2 days paid volunteering leave per yearFee-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) Be a part of a team that reflects the diversity of our customersWe 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.And finally…get to know usZip 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.