Who we are:
Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?
We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we’ve got big growth plans.
Want to join us?
The role.
We’re looking for an exceptional Senior CRM & Lifecycle Manager to join our team, and help drive Zilch’s next stage of growth. Reporting to the Head of CRM & Lifecycle, you’ll take ownership of high-impact stages of the customer lifecycle - combining data-led insight, customer empathy and technical expertise to design & execute CRM initiatives that improve customer experiences & business outcomes.
You’ll be both a strategic thinker and a hands-on operator: partnering closely with the wider Marketing team, Design, Product, Data & Engineering to unify CRM and in-product experiences, while executing flawlessly with experimentation, optimisation and rapid iteration front-of-mind. This is a role for someone who is proactive, thrives on impact, pace and turning complex ideas into beautifully simple, customer-centric solutions.
Day-to-day responsibilities.
Strategy & Cross Functional Collaboration:
- Own the multi-channel CRM strategy for key parts of the customer lifecycle, and ensuring it fits seamlessly with wider lifecycle strategy across marketing & product
- Structure the customer lifecycle & segment customers to improve customer engagement & business outcomes across both marketing & product journeys, aligning with data & product teams
- Consolidate strategy into succinct customer-centric & commercial narratives and win over cross functional stakeholders
Execution & Continuous Improvement:
- Own the operational design, build and delivery of automated & personalised multi-channel CRM programs across email, SMS, push notifications and in-app messaging
- Identify and prioritise data parameters (triggers, user segments, user variables for content personalisation) to send to the CRM platform via CDP, with support from the data team
- Continuously look for opportunities via data to improve lifecycle & journey performance. Build out an A/B experiment roadmap to prioritise commercial opportunities, and understand incrementality of each initiative before rolling out successful experiments
- Ensuring all communications comply with FCA financial promotions rules, Consumer Duty and GDPR requirements
Reporting & Communication:
- Report on campaign & experiment outcomes & make recommendations to cross functional stakeholders, and collaborate with senior stakeholders & peers to build on collective product & marketing learnings on subsequent campaign / journey iterations
What we're looking for...
- Experience in multi-channel CRM in a fast-growing consumer-facing organisation with a complex product
- B2C customer segmentation experience that influences marketing & product journeys
- Hands-on experience building complex, automated campaigns & journeys in CRM platforms (Braze, Iterable, Customer.io, Klaviyo or similar)
- Data driven approach to opportunity identification & decision making, with strong self-serve experience across reporting tools such as Google Looker Studio & Mixpanel
- Google Looker Explore experience: able to self-build audiences and experiment reporting when required
- Strong communication & stakeholder management skills: able to simplify & translate complex data & technical information into succinct commercial so-whats and win over cross functional stakeholders
- Comfortable in fast-paced, changing environment with ability to prioritise multiple projects
Desirable Skills.
- Knowledge of BNPL industry and consumer credit products
- Previous experience during rapid scaling (Series B/C or beyond)
- Understanding of UK financial services regulations and marketing compliance requirements
- Experience with in-app messaging and product-led growth strategies
- Experience working with CDPs
- Knowledge of email HTML/CSS and personalisation using templating languages a plus
Benefits.
Compensation & Savings:
- Pension scheme.
- Death in Service scheme.
- Income Protection.
- Permanent employees enjoy access to our Share Options Scheme.
- 5% back on in-app purchases.
- £200 for WFH Setup.
Health & Wellbeing:
- Private Medical Insurance including;
- GP consultations (video, telephone or face-to-face).
- Prescribed medication.
- In-patient, day-patient and out-patient care.
- Mental health support.
- Optical, dental & audiological cover.
- Physiotherapy.
- Advanced cancer cover.
- Menopause support.
- Employee Assistance Programme including:
- Unlimited mental health sessions.
- 24/7 remote GP & physiotherapy.
- 24/7 helpline for emotional & practical support.
- Savings & discounts on everyday shopping.
- 1:1 personalised well-being consultations.
- Gym membership discounts.
Family Friendly Policies:
- Enhanced maternity pay.
- Enhanced paternity pay.
- Enhanced adoption pay.
- Enhanced shared parental leave.
Learning & Development:
- Professional Qualifications.
- Professional Memberships.
- Learning Suite for e-courses.
- Internal Training Programmes.
- FCA & Regulatory training.
Workplace Perks:
- Hybrid Working.
- Casual dress code.
- Workplace socials.
- Healthy snacks.
Top Skills
Zilch London, England Office
London, United Kingdom
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