The Senior CRM Manager leads the CRM strategy at Envato, focusing on email marketing performance and customer engagement while managing a team of specialists and collaborating cross-functionally.
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 shaping and delivering Envato’s CRM and lifecycle marketing strategy, with a strong focus on customer engagement and email performance. This is a hands-on role that owns CRM strategy and execution across segmentation, campaign planning, automation, optimisation and measurement.
Working in close partnership with the Community Engagement team, who develop proactive customer communications, the role ensures content is effectively translated into targeted, timely and personalised lifecycle experiences. The role combines deep CRM expertise, customer insight and data to improve customer outcomes, while also providing day-to-day guidance and development to one direct report.
What you'll be doing
- Own and manage the CRM and email marketing calendar, aligning activity with customer, brand, product and business priorities.
- Develop and execute data driven CRM and lifecycle strategies to improve customer acquisition, activation, engagement and retention.
- Partner closely with Community Engagement on proactive customer communications, providing CRM expertise on audience, segmentation, timing, personalisation and channel execution.
- Translate customer communications developed by Community Engagement into effective CRM campaigns, automated journeys and lifecycle experiences.
- Design and optimise customer segmentation and personalisation approaches to improve relevance and performance.
- Build, execute and continuously optimise CRM campaigns and lifecycle programs using Iterable and other CRM technologies.
- Analyse campaign and customer data to generate insights, measure effectiveness and inform future communications.
- Continually improve CRM processes, systems and ways of working to increase efficiency, scalability and impact.
- Embed AI and automation into CRM workflows to improve personalisation, experimentation and operational effectiveness.
- Partner across Community Engagement, Research, Brand, Product, Tech and Marketing to deliver cohesive customer experiences.
- Maintain best practice across deliverability, compliance, experimentation and optimisation.
- Contribute CRM expertise and customer insights to broader marketing and customer engagement planning.
- Provide coaching, feedback and support to one direct report.
About you
- Significant experience in CRM and lifecycle marketing, with deep expertise in email marketing.
- Deep knowledge of segmentation, automation, personalisation, experimentation and lifecycle optimisation.
- Strong hands-on experience with Iterable or similar marketing automation platforms.
- Proven ability to build and execute sophisticated CRM campaigns, automated journeys and lifecycle programs.
- Strong analytical capability, translating customer and campaign data into actionable insights.
- Strong partnership skills, with experience working with content or customer-facing teams to turn communications into effective CRM experiences.
- Strong stakeholder management and collaboration skills across multidisciplinary teams.
- Experience using AI and automation to improve CRM performance, personalisation and operational efficiency.
- Strong understanding of email deliverability, data privacy and marketing compliance requirements.
- Experience coaching or supporting the development of others through clear feedback and guidance.
Life at Envato
• Flexible Working: remote-first across Australia or New Zealand with flexibility for you to manage work and life as you need
• Work from Anywhere: apply to work in another location for up to 3 months per calendar year.
• Connection Budget: an annual budget to connect with the team IRL where and when possible.
• Learning Budget: study leave and an annual budget for you to put towards your learning and development.
• Home Office Allowance: a contribution towards your set-up and a monthly allowance to support work from home costs.
• Wellbeing: access to a holistic assistance program that provides support in many areas of life and health.
• Volunteer Leave: 2 days per calendar year to volunteer and give back to the community.
• Parental Leave:20 weeks paid primary carer leave, and 6 weeks paid secondary carers leave.
We appreciate the time you’ve taken to apply to Envato and we're committed to responding to every applicant.
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Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We like to make our hiring decisions based on lived experience, so if you’re keen to apply and need reasonable adjustments please let us know.
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Envato Melbourne, Victoria, AUS Office
551 Swanston St, Melbourne, Victoria, Australia, 3000
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