Senior Manager - CRM
Remote, full-time permanent role
Focusing on AEST time
Company: Dijitally Australia www.dijitally.com
140k - 180k AUD per annum + Super
Dijitally is a dynamic digital agency in Australia, partnering with one of the country's leading fintech companies. Our mission is to empower customers and retailers, promoting financial freedom and sustainable business growth.
About the Role
We are seeking a highly strategic and experienced CRM Senior Manager to lead our digital marketing agency’s CRM strategy and execution. In this senior role, you will own the end-to-end CRM roadmap for our clients and internal brands, ensuring that all campaigns are innovative, data-driven, and aligned with business goals.
You will oversee and grow a high-performing CRM team, including four CRM Specialists and an HTML Developer, driving operational excellence and continuous improvement. Our agency services a diverse portfolio of clients across travel, fintech, education, construction, and meal subscription industries, providing a unique opportunity to design and execute CRM campaigns tailored to various audiences.
This is a critical leadership role where you will shape customer engagement, acquisition, retention, and lifecycle marketing performance for some of the most exciting brands in their industries.
Key Responsibilities
CRM Strategy & Leadership
Develop and drive the overarching CRM strategy, ensuring alignment with business and marketing objectives.
Oversee the execution of omnichannel CRM campaigns across email, SMS, in-app, and other direct channels.
Provide strategic direction and leadership, fostering innovation in customer engagement, segmentation, and automation.
Serve as a trusted advisor to both internal teams and clients, refining CRM approaches across platforms and touchpoints.
Identify emerging trends and technologies, ensuring our CRM strategies remain at the forefront of industry best practices.
Client Campaign Development
Lead the development of data-driven customer lifecycle programs, improving retention, engagement, and revenue growth.
Design and execute CRM strategies tailored to B2C and B2B industries, including subscription models, fintech, and travel.
Optimize personalization, segmentation, and automation workflows to enhance customer experiences.
Data, Measurement & Optimisation
Establish robust reporting frameworks to track and analyze CRM performance, driving continuous optimization.
Leverage AI-driven analytics and customer insights to refine targeting, messaging, and engagement strategies.
Monitor key CRM KPIs, ensuring alignment with broader marketing goals and revenue impact.
Cross-Functional Collaboration
Work closely with Performance Marketing, Creative, Product, and Leadership teams to integrate CRM efforts into larger marketing initiatives.
Serve as a bridge between technical teams and business stakeholders, ensuring seamless execution of CRM initiatives.
Drive collaboration with Data Science and Engineering teams to optimize CRM workflows and automation.
Team Leadership & Development
Mentor, develop, and scale the CRM team, fostering a culture of innovation, accountability, and continuous learning.
Define team growth plans, ensuring that team members are upskilled in CRM best practices, automation, and analytics.
Stay ahead of industry trends and compliance regulations, ensuring best-in-class CRM execution.
What You’ll Bring
5+ years of leadership experience in CRM strategy and execution, ideally in a digital marketing agency or high-growth B2C/B2B environment.
Proven expertise in CRM platforms such as Salesforce, Marketo, HubSpot, Iterable, or Ontraport.
Strong technical understanding of CRM automation, lifecycle marketing, and customer segmentation.
Experience managing complex CRM integrations, data pipelines, and customer journeys.
Analytical mindset with a proven track record of optimizing campaign performance through data-driven insights.
Exceptional leadership skills, with experience managing and scaling global teams.
Strong stakeholder management and communication abilities, with a consultative approach to working with clients.
Ability to thrive in a fast-paced, high-growth environment, balancing strategic thinking with hands-on execution.
Remote Work Expectations
Work Hours: You'll work remotely and will need to be available during key business hours in the Australian AEST time zone, with flexibility for certain project deadlines required.
Collaboration: Maintain effective communication with the team via tools like Slack, Zoom, and email. Attendance at key virtual meetings will be required.
Self-management: Must be comfortable managing multiple tasks independently and maintaining clear communication with the agency's clients and project stakeholders.
Company Culture
At Dijitally, we foster a collaborative and results-driven environment where team members support each other in achieving personal and professional goals.
Work-life balance is a priority, even in a fast-paced digital agency setting, with flexibility around work schedules to ensure the team stays motivated and productive.
We value open communication, innovative thinking, and a can-do attitude that inspires everyone to push the boundaries of what's possible.
Recruitment process
Video call with the recruiter, 15 minutes
Video call with the hiring manager, 30 minutes
Home-take task to check your skills
Home-take task session with the team
SourceIn (sourcein.co) has been selected as a preferred supplier for Dijitally (dijitally.com) to identify and pre-screen candidates for the role.