CRM MarTech & Email Ops Manager

As a CRM MarTech & Email Ops Manager at Crypto.com, you own the email channel end-to-end while leading MarTech platform strategy, CDP configuration, and data integration. You'll architect scalable systems, drive performance through data, and leverage AI to maximize productivity across a high-volume marketing operation.

What you'll do

• 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
• Write and maintain technical code in Liquid, HTML/CSS, and 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 go-to-market launches for new products and features by translating product briefs into campaign execution
• 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
• Support and advise key stakeholders across CRM, Product, Marketing, Strategy, and Research, using data to push back when requests won't deliver results
• Maintain up-to-date documentation (PRDs, specs, tracking plans, data flows, runbooks) for all CRM and 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
• Actively leverage AI tools across the workflow: content generation, code assistance, QA checks, data analysis, and reporting
• Own the AI productivity roadmap for email and MarTech ops, identifying, testing, and implementing tools that accelerate campaign production
• Build and document AI-assisted workflows so productivity gains are repeatable and scalable
• Support AI-driven marketing initiatives including predictive segmentation, next-best-action modelling, and personalisation at scale

What you bring

• 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 tools such as Braze, Optimove, Sendgrid, Segment CDP, or similar
• Strong technical coding skills in 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 perform self-serve analysis
• Proven ability to leverage AI tools to accelerate production and problem-solving
• Demonstrated experience with performance tracking, A/B testing, and data-driven optimisation of email programs
• Exceptional organisational skills with a 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 in both written and verbal communication
• 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, or trading
• Experience with experimentation, funnel optimisation, and lifecycle programs tied to commercial KPIs

About Crypto.com

Crypto.com is a leading cryptocurrency platform serving millions of users worldwide with trading, payments, and financial services solutions.