CRM Customer Engagement Specialist

Zip Co Limited-posted 4 months ago
$72,000 - $85,000/Yr
Full-time • Entry Level
501-1,000 employees
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As a CRM Specialist in our CRM Operations team in Marketing, you will deliver marketing communications to our customers. You’ll be working largely with our broader marketing team to leverage our platforms to ensure we are giving our customers the best experience possible. This role is highly technical, ensuring quality on-time delivery of our CRM campaigns to deliver strong engagement with our customers and overall success of the CRM Program. You will be executing and reporting on campaigns, across multiple channels. You will be responsible for insights to inform campaign structure and targeting, campaign delivery, and operational reporting to ensure we are continuously improving in efficiency and effectiveness of our engagement with customers.

  • Contribute to the delivery of a world-class CRM program, one campaign at a time, including A/B testing, personalization, and AI-driven targeting.
  • Embed learning from historical campaigns run by Zip, including subject lines, send timings, device display optimizations, and AI-generated content testing.
  • Keep abreast of external best practices, competitor communications, and emerging AI-powered Martech capabilities to future-proof Zip’s CRM strategy.
  • Develop consumer insights to inform campaigns, manage audience selection and mailing list management, and apply AI insights for smarter segmentation and personalization.
  • Provide campaign and operational reporting, analysis, and troubleshooting; leverage predictive AI models (e.g., churn risk, transaction likelihood) to refine lifecycle journeys and trigger-based communications.
  • Assist with campaign definition clarification, development of briefs, business rules, processes, checklists, data/tech requirements, and opportunities for workflow automation using AI.
  • Manage data integrations required for journeys, including customer data, product feeds, and behavioral data, with AI models enhancing accuracy and targeting.
  • Work with stakeholders to ensure their requirements are well understood, consult on where additional value can be added, and highlight where AI can accelerate outcomes.
  • Understand best practice email and mobile engagement strategies to maximize effectiveness, while exploring generative AI to streamline creative production (e.g., subject lines, push copy, SMS variants).
  • Assist on projects involving CRM pertaining to customer data, CRM system optimization, and AI-enabled campaign efficiencies.
  • Ensure campaign delivery is compliant with Zip policies, CRM processes, and regulatory requirements while also maintaining responsible AI practices.
  • 1-2 years of digital campaign or CRM experience with tertiary qualifications.
  • Strong analytical skills with a commitment to driving the success of marketing programs, with a strong attention to detail, clarity and accuracy.
  • A curious mind.
  • A strong desire to execute, drive impact, deliver with excellence and demonstrate urgency.
  • Ability to prioritize and work in a fast paced environment with changing priorities.
  • Sound stakeholder management and communication skills.
  • Experience with customer segmentation and targeting principles.
  • A data-driven approach to problem solving with experience in data and analytics platforms including tracking, attribution and A/B testing exercises.
  • Hands on experience in communication/marketing automation platforms including any of the following: Braze, Salesforce Marketing Cloud, Adobe Marketing Cloud, Cheetah, Pardot, Marketo (desired).
  • Flexible working culture
  • Incentive programs
  • 20 days PTO every year
  • Generous paid parental leave
  • Leading family support policies
  • 100% employer covered insurance
  • Beautiful Union Square office with a casual dress code
  • Learning and wellness subscription stipend
  • Company-sponsored 401k match
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