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.