About this role.
Envato is seeking a Senior CRM Manager to lead CRM and lifecycle marketing strategy, with particular ownership of email performance, customer engagement, segmentation, and automation. The role manages CRM specialists and owns the email calendar, campaign strategy, execution, measurement, and continuous optimisation across the customer lifecycle. It requires deep hands-on expertise with Iterable or similar marketing automation platforms, data analysis, deliverability, compliance, and personalised messaging. The manager will partner closely with Marketing, Product, Technology, Research, Brand, and Customer Success to align lifecycle activity with growth objectives. This is a remote-first full-time role available across Australia or New Zealand.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would begin with an audit of lifecycle journeys, audience definitions, deliverability, data quality, campaign performance, and operational workflows. I would identify quick wins such as inactive segments, broken triggers, weak conversion points, or testing gaps, then prioritise initiatives by customer impact and effort. I would establish a clear KPI framework across activation, engagement, retention, revenue contribution, and unsubscribe rates, while developing a longer-term roadmap with cross-functional partners.
I would combine behavioural, transactional, lifecycle-stage, product-usage, and stated-preference data to create actionable segments. The framework would distinguish high-intent prospects, new users, activated customers, at-risk subscribers, loyal customers, and reactivation audiences, with rules that remain understandable and scalable. I would validate segment value through controlled testing and refresh definitions as customer behaviour and product offerings evolve.
Automation should reduce manual work without making messages feel generic or excessive. I use event-based triggers, frequency controls, preference data, and suppression rules to ensure each message is timely and useful. I also maintain strong editorial standards and use performance and qualitative feedback to refine both the journey logic and the message itself.
I translate campaign and journey performance into customer insights rather than reporting metrics in isolation. For example, low activation after a key onboarding step may indicate unclear product value, while recurring questions in email engagement can reveal messaging or UX friction. I present evidence, recommended experiments, expected impact, and measurement plans so stakeholders can act on the insight collaboratively.
I would set clear outcomes, ownership boundaries, quality standards, and development goals for each team member. Regular one-to-ones, campaign reviews, and retrospectives would create coaching opportunities while reinforcing accountability and experimentation. I would also build shared documentation and planning practices so the team can work efficiently, learn from results, and scale its impact.
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
Compensation
Additional Information
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.
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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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