Overview
CRM Manager, Customer Lifecycle role at Tourism Marketing Agency. We are looking for a customer-obsessed CRM Manager to own the end-to-end lifecycle for our core customer base. This pivotal role focuses on driving long-term customer engagement, retention, and value. You will be our in-house champion for Braze, using your platform expertise to create sophisticated, personalised experiences that turn new customers into loyal advocates for Dojo.
The role
We are looking for a customer-obsessed CRM Manager to own the end-to-end lifecycle for our core customer base. This is a pivotal role focused on driving long-term customer engagement, retention, and value. You will be our in-house champion for Braze, using your deep platform expertise to create sophisticated, personalised experiences that turn new customers into loyal advocates for Dojo.
What You'll Do
* Own and develop the end-to-end strategy for the customer lifecycle, from initial onboarding through to engagement, upsell, and retention.
* Act as the team's subject matter expert and Braze Champion, ensuring we leverage the platform to its full potential and maintain best practices.
* Design and execute multi-channel strategies to drive ongoing engagement with our core products and app.
* Oversee the end-to-end execution of multi-channel campaigns (direct mail, email, in-app, push), from initial brief through to build, QA, and deployment.
* Develop and manage proactive retention programs to identify at-risk customers and minimise churn.
* Work hands-on within Braze to build audience segments, ensuring we deliver relevant and personalised communications.
* Analyse campaign performance, delivering regular reports and actionable insights that clearly demonstrate CRM's impact on lifecycle KPIs like engagement, retention, and LTV.
* Partner with the CRM Lead on the strategy for our most critical commercial programs (Cashflow, Next Gen Products), acting as the day-to-day point person and designated long-term owner.
* Collaborate closely with Product, Data, and Commercial teams to ensure CRM strategies are aligned with product roadmaps and business goals.
* Embrace a collaborative and flexible approach by contributing to priority projects across the CRM team, helping to drive shared business outcomes.
* Champion a culture of experimentation by designing, executing, and analysing tests to improve conversion rates and campaign performance.
What You'll Bring
* A proven track record in a similar CRM role, with a strong focus on driving commercial results through customer engagement, retention, and lifecycle management.
* Hands-on expertise with the Braze platform is an essential requirement for this role.
* A strategic and proactive sense of ownership, with a mindset that goes beyond execution to identify and create new opportunities for growth.
* A creative and curious problem-solver who can challenge assumptions and bring new, diverse perspectives to the team's strategy and execution.
* Data-literate, with demonstrable experience in reporting and using insights to make commercially-driven decisions.
* Great interpersonal and stakeholder management skills, with the presence to build influential relationships and navigate a complex organisation effectively.
* Strong project management skills with a keen eye for detail, ensuring high-quality execution across multiple competing priorities.
* A genuine "test and learn" attitude, with practical experience in designing and executing A/B tests to drive continuous improvement.
* Highly adaptable and comfortable working in a fast-paced environment.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
* Industries
* Advertising Services
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