CRM MarTech & Email Ops Manager

About the role

In this role, you will manage end-to-end email operations, ensuring effective campaign execution and lifecycle management. You will also lead the MarTech strategy, focusing on customer data platform configuration and data integration to enhance customer engagement.

Success in this position involves leveraging technical expertise to optimize email campaigns and MarTech tools while collaborating with various stakeholders. You will implement AI-driven solutions to improve productivity and create scalable workflows.

Skills that matter here

• CRM: You will utilize CRM platforms to manage email operations and enhance customer engagement.
• Email Marketing: This role requires hands-on experience in executing and optimizing email campaigns.
• MarTech: You will lead the MarTech function, focusing on strategy and platform management.
• SQL: Strong SQL skills are necessary for querying datasets and building audience definitions.
• HTML: Technical coding skills in HTML are essential for developing email templates.
• Liquid: You will write Liquid code to enable complex personalization in email campaigns.

Who this role suits

• A candidate with over five years of experience in email marketing operations or MarTech management.
• Someone who is highly organized and systematic in their approach to project management and documentation.
• An individual who excels in stakeholder management and can effectively communicate across teams.
• A proactive problem-solver who is comfortable leveraging AI tools for production and optimization.

From the employer

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

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