The Role New products, new markets and rapid expansion - it's all happening at Dojo. As we enter a new phase of growth, Dojo is looking for a Performance Manager to drive customer loyalty, revenue growth and revenue retention. A key leader in Customer Operations, you will develop the multi-channel, multi-product strategy across onboarding, in-life and retention touchpoints. Ensuring customers love Dojo, and never leave. What you will do ● Identify opportunities to grow and protect revenue through customer operations, conduct discovery and prove commercial opportunity through robust piloting ● Scale opportunities, implementing across Onboarding, Account Management, Proactive Service, inbound Customer Service and Retention teams ● Ensure a framework to enable effective performance management, including Operational and Commercial targets, and supporting Key Performance Indicators (KPIs) ● Continuous improvement of activity, to refine best practices and minimise cost-to-serve ● Provide insights on key drivers/blockers, from broad themes to detailed case examples, driving prioritisation and improvement ● Capture market intelligence at key touchpoints to support benchmarking of Dojo’s products and services, and competitor comparison ● Be highly visible across Operations and the wider business, collaborating with key stakeholders from Customer Operations, Data, Marketing, and Commercial Teams ● Own third-party relationships with suppliers/partners, ensuring alignment on changes, management of risk, and optimisation of commercial performance What you will bring ● Strong commercial acumen, you’re able to design a robust strategy, build the benefits case, and implement operationally ● An inquisitive, data-driven approach, you know your way around Excel/Google Sheets and are proficient with data visualisation tools (experience with Looker is a preference). ● A consultant’s skillset: data interrogation, critical thinking and compelling storytelling ● Proven background in customer experience management and commercial strategy, with a strong understanding of operational delivery ● Ability to influence with strong project management and collaboration skills; comfortable working with stakeholders at all levels of the business ● A track record of optimising and improving performance, including A:B testing and pilots. ● Determined, energetic, can-do attitude, not fazed by challenges or problems ● Driven by performance measures and commercial outcomes ● A strong leader and influencer, working well independently and as part of a team ● Experience managing third-party suppliers and previous experience with subscription products is preferred