Senior CRM Manager, Customer Lifecycle

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