CRM Customer Engagement Specialist (Washington)

CRM Customer Engagement Specialist

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.

Interesting problems you'll get to solve :

• 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.

What you'll bring to the team :

What you'll get in return :

Zip is a place where you'll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you'll feel empowered and trusted to make big things happen quickly.

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it's important to us that you make the most of the opportunities you'll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you :

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.

The annual base Pay Range for this position is $72,000 - $85,000. This range reflects our US national compensation (USN). Additional premium percentages may apply based on our tiered premium strategy.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and / or commission awards, in addition to a full range of medical, financial, and / or other benefits.

If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department / team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

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.

And finallyget to know us

Zip Co Limited (ASX : ZIP) is a digital financial services company, offering innovative, people-centered products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to 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.