CRM, Email & Push Operations Partner

Who are we?
Tomplay is an interactive music-learning and sheet-music platform helping musicians of all levels learn, practice and play with interactive scores, professional backing tracks and smart practice tools.
We are looking for an experienced CRM, Email and Push Operations Partner to own and develop our email and push-notification programme.
We are open to working with either a specialized CRM / lifecycle-marketing agency with a named operational lead and backup coverage, or a senior freelance CRM specialist with strong hands-on capabilities.
This is not a strategy-only, consulting or training role. We need a partner who can work directly in the CRM platform, improve the operating model and take responsibility for campaign quality, delivery and performance.

Role and operating model:
The selected partner will own the CRM operating model and be accountable for the performance of Tomplay’s email and push programme.
Tomplay will provide editorial direction, campaign priorities, content inputs, product knowledge, creative assets where relevant and approvals. The partner will turn these inputs into correctly segmented, localised, tested and delivered campaigns, while improving processes, automation and results over time.
The expected commitment for the senior partner is approximately 10–20 hours/week:
● Initially, closer to 15–20 hours/week for transition, process mapping, templates, reporting, automation priorities and workflow improvements.
● In steady state, potentially 10–15 hours/week, depending on campaign volume and the level of production support.
Tomplay is open to a model in which the senior partner is supported by a dedicated Campaign Production Assistant for repetitive newsletter assembly. This resource would build standard campaign variants from approved templates, content inputs, audience rules and QA checklists.
In this model, the senior partner remains accountable for campaign architecture, segmentation, QA standards, automation, reporting, optimisation and overall delivery quality. Both agencies and freelancers may propose this support model if appropriate.

Main responsibilities:
Weekly editorial newsletters
Tomplay sends weekly newsletters featuring new music pieces and editorial content. These campaigns may require multiple variants across:
● Up to 9 languages;
● Dozens of instruments;
● Up to 4 musician levels;
● Different repertoire selections, catalogue availability, visuals, links, CTAs and audience rules.
The partner will own the newsletter-production process, including templates, campaign structure, audience and exclusion rules, QA, approval flow, scheduling, delivery monitoring and reporting.
The partner may directly build all variants or supervise a Campaign Production Assistant who assembles regular newsletters. In all cases, the partner remains responsible for quality, reliability and continuous improvement.
Promotional campaigns
The partner will manage promotional newsletters linked to subscription offers, seasonal campaigns, product launches and other marketing activity.
This includes campaign setup, localisation, targeting, exclusions, QA, scheduling, sending, monitoring, A/B testing and performance analysis. Promotional email activity must be aligned with Tomplay’s website, paid-media and promotional calendar.
Lifecycle CRM and push notifications
The partner will progressively build and optimise automated email and push journeys for:
● New-user onboarding and activation;
● Free-trial engagement and conversion;
● Retention, re-engagement and feature adoption;
● Repertoire discovery and personalised recommendations;
● Churn prevention and win-back.
The partner will also plan and optimise push-notification campaigns and journeys, coordinating them with email activity and managing relevance, timing and frequency.
QA, reporting and optimisation
The partner will establish a robust QA process across languages, instruments, levels, links, tracking, segmentation, rendering and send volumes.
They will set up and maintain an actionable CRM dashboard covering, at minimum:
● Delivery, bounce and unsubscribe rates;
● Open, click-through and click-to-open rates;
● CTA and content-block performance;
● Performance by campaign type, language, instrument, level and audience where relevant;
● Push engagement;
● Trial conversion, retention, reactivation and win-back performance where available.
The expectation is not only to report performance, but to improve it through regular testing of subject lines, preheaders, content hierarchy, CTAs, send times, frequency, targeting and segmentation.

Tools and platform scope:
Tomplay currently uses Mailchimp and Zapier. We are open to assessing whether the current stack should be optimised, complemented or progressively replaced.
Experience with Mailchimp, ActiveCampaign, Klaviyo, Zapier and other customer-engagement platforms is highly valued.
The partner should identify practical opportunities to reduce repetitive work through improved templates, dynamic content, integrations, content feeds, APIs and workflow automation. The objective is not to remove editorial judgement: repertoire selection, localisation validation and final approval will remain important human steps.

What we require from you:
● Strong hands-on experience with complex, segmented email campaigns;
● Experience managing multilingual campaign production and QA;
● Proven lifecycle CRM expertise across onboarding, conversion, retention and win-back;
● Strong analytical skills and a practical optimisation mindset;
● Experience with push notifications and multichannel journeys;
● Strong operational discipline: campaign calendars, documentation, QA checklists and troubleshooting;
● Experience with CRM integrations, Zapier, APIs, data flows, behavioural segmentation and automation;
● Experience with subscription businesses, consumer apps, SaaS, digital education or marketplaces;
● Excellent written English; additional European-language experience is a plus.
A key requirement is avoiding a single point of failure. Agencies should provide a named day-to-day operator, senior oversight and backup coverage. Freelancers should provide a clear continuity plan.
First priorities
During the first months, the selected partner will be expected to:
● Take over the weekly newsletter and push workflow without disrupting delivery;
● Map and document the campaign-production process;
● Establish a production calendar, QA process, approval flow and escalation process;
● Identify the main manual workload drivers and quick operational improvements;
● Set up an initial CRM dashboard and optimisation rhythm;
● Review existing Mailchimp, Zapier, lifecycle-email and push workflows;
● Propose a prioritised roadmap for newsletter efficiency, lifecycle automation, trial conversion, retention, win-back and CRM-platform improvements.

Application requirements:

To apply, please submit the following information to Tomplay’s Executive Assistant to the CEO / Talent Acquisition, Natalie Olivero, at [email protected] :
● Relevant examples of CRM, email, lifecycle or subscription-business work;
● The person or team who would work directly on Tomplay;
● For each person: role, seniority, estimated weekly or monthly allocation and direct involvement in campaign build, QA, scheduling and sending;
● Your experience with Mailchimp, ActiveCampaign, Klaviyo, Zapier, push notifications and CRM integrations;
● Your approach to managing weekly campaigns across multiple languages, instruments and musician levels;
● Your view on what can be automated versus what should remain manual;
● Whether you would propose Campaign Production Assistant support, and how responsibilities, QA, escalation and backup coverage would work;
● Your proposed first 90-day approach, commercial model and