CRM MarTech & Email Ops Manager

Key Responsibilities

Email Operations & Lifecycle Management

• Own daily email campaign operations: build, QA, deploy, and report across lifecycle, promotional, transactional, and triggered programs, with defined SLAs

• Design and maintain email template architecture including content blocks, dynamic content modules, and personalisation frameworks — built for speed and scalability 

• Write and maintain technical coding (Liquid, HTML/CSS, AMPscript) to enable complex personalisation logic and dynamic rendering

• Own send frequency governance, suppression logic, fatigue management, and audience conflict resolution across stakeholders

• Manage deliverability: sender reputation, authentication (SPF/DKIM/DMARC), inbox placement, and ISP monitoring

• Support GTM launches for new products and features — translating product briefs into campaign execution at pace

MarTech Strategy & Platform Management

• Lead the MarTech function for the CRM team, owning the roadmap for CDP, engagement platform, analytics, experimentation, and data pipelines

• Configure and manage CDP connections (data warehouse, analytics, ad platforms, engagement tools), ensuring high data quality and reliability

• Define tracking plans and event taxonomies that capture critical customer behaviours across products and platforms

• Write API requirements and payload specifications for MarTech integrations

• Build and maintain audience definitions and segments in the CDP for acquisition, retention, and experimentation use cases

• Evaluate emerging MarTech capabilities and provide recommendations for future technology investments

• Develop reporting frameworks that demonstrate business value generated through MarTech and email investments

Stakeholder & Process Management

• Support and advise key stakeholders across CRM, Product, Marketing, Strategy, and Research — proactively pushing back with data when requests won't deliver results

• Maintain up-to-date documentation (PRDs, specs, tracking plans, data flows, runbooks) for all CRM & MarTech initiatives

• Define and enforce campaign operations standards: naming conventions, template governance, approval flows, campaign taxonomy

• Manage the campaign calendar, resolve stakeholder conflicts, and enforce production SLAs

• Ensure tracking systems are properly scoped, briefed, and tracked — you hold stakeholders accountable for complete briefs before work begins

AI & Productivity Innovation

• Actively leverage AI tools across the workflow: content generation, code assistance, QA checks, data analysis, and reporting

• Own the AI productivity roadmap for email & MarTech ops — identify, test, and implement tools that accelerate campaign production

• Build and document AI-assisted workflows so productivity gains are repeatable and scalable, not personal shortcuts

• Support AI-driven marketing initiatives including predictive segmentation, next-best-action modelling, and personalisation at scale

Requirements

Must-have:

• 5+ years of hands-on experience in email marketing operations and/or MarTech management in a high-growth or high-volume environment

• Expert-level proficiency in CRM/ Email Platform and CDP e.g.: Braze, Optimove, Sendgrid, Segment CDP, or similar

• Strong technical coding skills: Liquid, HTML, CSS for email template development and dynamic content logic

• Strong SQL skills with the ability to query complex datasets, build audience definitions, and self-serve analysis

• Proven ability to leverage AI tools to accelerate production and problem-solving — this is a must

• Demonstrated experience with performance tracking, A/B testing, and data-driven optimisation of email programs

• Exceptional organisational skills — systematic approach to documentation, process design, and project management

• Excellent stakeholder management and communication skills — able to manage competing priorities across multiple teams

• Fluent English (written and verbal) is a must

• Solid understanding of email compliance regulations (GDPR, CAN-SPAM, CASL, PECR) including opt-in/opt-out management, consent frameworks, preference centres, and regional privacy requirements

Nice-to-have:

• Familiarity with machine learning concepts as applied to marketing: propensity models, predictive segmentation, customer LTV modelling

• Experience with API integrations and writing technical specifications for engineering teams

• Experience supporting cross-channel journey orchestration (push, in-app, SMS alongside email)

• Background in Sports, prediction markets, fintech, crypto, trading

• Experience with experimentation, funnel optimisation, and lifecycle programs tied to commercial KPIs