Senior CRM Manager, Customer Lifecycle – Join App at Dojo
We’re reinventing payments. In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose‑built for in‑person commerce, is game changing. Now, over 150,000 customers across four countries choose to transact billions with us every year. But we’re just getting started. Our people are the driving force behind our success – we hire exceptional people and give them the autonomy, trust, and ownership to thrive.
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 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 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 demonstrate CRM’s impact on lifecycle KPIs such as 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 align CRM strategies with product roadmaps and business goals.
* Contribute to priority projects across the CRM team, supporting 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, focused on commercial results through engagement, retention, and lifecycle management.
* Hands‑on expertise with the Braze platform – an essential requirement.
* A strategic, proactive sense of ownership, seeking new opportunities for growth beyond routine execution.
* A creative and curious problem‑solver who challenges assumptions and brings fresh perspectives.
* Data‑literate, with experience reporting and using insights for commercially‑driven decisions.
* Excellent interpersonal and stakeholder‑management skills, building influential relationships in a complex organisation.
* Strong project‑management skills with a keen eye for detail across competing priorities.
* A genuine "test and learn" attitude, with practical experience in designing and executing A/B tests.
* Highly adaptable and comfortable in a fast‑paced environment.
Dojo Home and Away
We believe collaboration in‑person fuels innovation. "Together days" foster communication and spark ideas. This office‑first culture means working from the office 4+ days a week. With offices across Europe, we offer dynamic spaces – quiet zones for focus, collaboration rooms for big ideas, and social hubs for quick catch‑ups.
Question: what’s curious, relentless, and customer‑obsessed?
If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.
If the Following Speak to You, Let’s Talk
* You’re curious. You have a real desire to learn and create.
* You’re relentless. You keep going even when it’s easier not to.
* You’re customer‑obsessed. You understand customers’ importance to your work.
Diversity, Equity, and Inclusion at Dojo
From local bakeries to well‑known eateries, Dojo payments serve over 150,000 places across the UK. Building teams that reflect the diversity of the businesses we serve is essential for relevant, innovative products. Our commitment to diversity, equity, and inclusion is tightly linked to employee success and better customer experiences.
Tell us if you need any adjustments to help you thrive during the recruitment process.
Visit dojo.careers to learn about benefits and the experience at Dojo, or check our LinkedIn and Instagram pages.
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