CRM Manager, Customer Lifecycle at Dojo
Dojo · London, United Kingdom · Onsite
- Senior
- Office in London
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. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.
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.
Dojo home and away
We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.
That's why we have an office-first culture. This means working from the office 4+ days per week.
With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.
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 know how important customers are to what you do.
Diversity, equity, and inclusion at Dojo
From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.
And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.
Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.
If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.
To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.
Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.
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