About the role
The Senior CRM Manager is responsible for leading Envato’s CRM and lifecycle marketing strategy, with a strong focus on elevating email marketing performance and customer engagement. This role owns the end-to-end CRM content strategy, including segmentation, campaign planning, execution and optimisation, ensuring a data-driven and customer-centric approach.
As a people leader, the role develops and empowers a team of CRM specialists while partnering cross-functionally to deliver personalised, high-impact customer experiences.
Through technical expertise and strategic thinking, this role plays a key part in shaping lifecycle initiatives that support Envato’s broader marketing and growth objectives.
What you'll be doing
Lead, coach and develop a team of CRM specialists, fostering high performance, accountability and collaboration
Own and manage the email marketing calendar, ensuring alignment with brand, product and business priorities
Define and execute a data-driven CRM and lifecycle strategies to improve customer acquisition, activation and retention
Design and optimise customer segmentation frameworks to deliver targeted, personalised communications
Oversee the strategy, execution and continuous optimisation of CRM campaigns across the customer lifecycle
Continually evolve existing CRM processes to improve efficiency, scalability and impact
Champion the use of AI, automation and emerging technologies to enhance personalisation, experimentation and operational effectiveness
Leverage Iterable and other CRM technologies to build scalable, automated and technically robust lifecycle programs
Analyse campaign performance and customer data to generate insights and drive continuous improvement
Partner closely with Research to understand customer behaviour, motivations and drivers of engagement
Collaborate with Brand to ensure messaging, tone of voice and creative execution align with Envato’s brand standards
Work cross-functionally with Marketing, Product, Tech and Customer Success to align CRM initiatives with broader business goals
Ensure best practice in email marketing, including deliverability, compliance, testing and optimisation frameworks
Contribute to broader marketing strategy discussions and planning as a senior member of the Marketing division
About you
Essential
Minimum of 8 years experience in CRM and lifecycle marketing, with a strong focus on email marketing
Demonstrated experience leading and developing high-performing teams with strong attention to detail
Deep understanding of email marketing best practices, including segmentation, automation, testing and optimisation
Hands-on experience with Iterable or similar marketing automation platforms, with strong technical aptitude across CRM systems
Strong analytical skills with the ability to translate data into actionable insights
Excellent copywriting and editing skills, with the ability to craft compelling, customer-focused messaging
Strong stakeholder management skills, with experience partnering across Marketing, Product and Customer Success
Demonstrated experience leveraging AI and automation to improve CRM performance, scalability and personalisation
Proven ability to review and optimise existing processes, identifying opportunities for innovation and continuous improvement
Strong understanding of data privacy and marketing compliance regulations, including the SPAM Act and GDPR etc
Desirable
Experience working in a global, digital or subscription-based business
Familiarity with customer research methodologies and applying insights to lifecycle strategy
Knowledge of CDP’s including data unification and audience segmentation
Experience contributing to broader marketing strategy and planning at a senior level
