Senior CRM Manager

Job description

**About Envato** At Envato, we empower creative pros to thrive. We're here to help creatives bring their ideas to life, supercharge their workflows, and equip them with an unparalleled toolkit they can use anywhere. With unlimited access to world-class assets, innovative AI tools, and hands-on tutorials, we deliver what creatives need today - and are continually evolving our offering. As AI transforms the creative landscape, we’re committed to building what’s next for the future. We’re a purpose-driven company and we’ve long embraced flexible, inclusive ways of working. We’re proud of the connected culture we’ve built across our global team. Our values: Customer First, Build our Future, Make it Happen and Embrace Diversity guide everything we do, shaping how we work and grow. You can read more about us on our blog, including news of our acquisition by Shutterstock Inc in 2024. **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