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