Senior CRM Manager

About Envato

Envato empowers creative professionals to excel by providing them with world-class assets, innovative AI tools, and practical tutorials accessible anywhere. They are committed to evolving their offerings to meet the changing creative landscape, particularly as AI influences the industry. The company values flexibility, inclusivity, and a connected culture guided by principles of putting customers first, building the future, making things happen, and embracing diversity.

Role Overview

The Senior CRM Manager will lead Envato's CRM and lifecycle marketing strategy, emphasizing customer engagement and email performance. This hands-on position entails owning CRM planning, segmentation, campaign execution, automation, optimization, and measurement. The role involves close collaboration with the Community Engagement team to transform customer communications into targeted and personalized lifecycle campaigns, while also mentoring one direct report.

Key Responsibilities

• Manage and oversee the CRM and email marketing calendar aligning initiatives with customer, brand, product, and business goals.
• Create and implement data-driven CRM strategies to enhance customer acquisition, activation, engagement, and retention.
• Collaborate with the Community Engagement team to advise on audience targeting, segmentation, personalization, timing, and channel use for proactive communications.
• Convert community-developed communications into effective CRM campaigns, automated journeys, and lifecycle experiences.
• Design and refine customer segmentation and personalization to boost campaign relevance and performance.
• Develop and continuously improve CRM campaigns and lifecycle programs using Iterable and other CRM tools.
• Analyze customer and campaign data to derive actionable insights and measure campaign effectiveness.
• Enhance CRM processes and systems for better efficiency, scalability, and impact.
• Integrate AI and automation to augment personalization, experimentation, and operational efficiency within CRM workflows.
• Work cross-functionally with teams such as Research, Brand, Product, Tech, and Marketing to ensure cohesive customer experiences.
• Maintain best practices related to deliverability, compliance, experimentation, and optimization.
• Provide CRM expertise and insights to broader marketing and customer engagement strategies.
• Coach, provide feedback, and support professional development for one direct report.

Candidate Profile

• Extensive experience in CRM and lifecycle marketing with strong specialization in email marketing strategies.
• Comprehensive knowledge of segmentation, automation, personalization, experimentation, and lifecycle optimization.
• Hands-on expertise using Iterable or similar marketing automation platforms.
• Proven track record of planning and executing complex CRM campaigns and automated customer journeys.
• Robust analytical skills to translate marketing and customer data into meaningful insights.
• Strong collaboration abilities, working effectively with content and customer-facing teams.
• Experienced in stakeholder management and cross-disciplinary teamwork.
• Utilizes AI and automation to enhance CRM performance, personalization, and operational efficiency.
• Deep understanding of email deliverability, data privacy, and compliance in marketing.
• Experience mentoring team members with clear guidance and feedback.

Employee Benefits and Culture

• Flexible remote-first work arrangements across Australia and New Zealand catering to personal work-life balance.
• Opportunity to work remotely from a different location for up to three months annually.
• Annual connection budget to facilitate in-person team interactions.
• Learning and development support including study leave and a dedicated annual budget.
• Home office setup support and monthly allowance for remote working expenses.
• Comprehensive wellbeing program offering holistic life and health support.
• Volunteer leave providing two days annually to contribute to community service.
• Parental leave policy offering 20 weeks paid primary carer leave and 6 weeks paid secondary carer leave.

Additional Information

Envato values applicants from diverse and neurodiverse backgrounds, encouraging applications even if candidates do not meet all listed qualifications. Reasonable adjustments are available upon request. The recruitment process may use AI tools for application review and assessment, although all final hiring decisions are made by humans. Candidates consent to the company's Privacy Policy upon application, and more details are available upon request.