Head of CRM, Jaja

• Proven CRM leader
• You think and act like a founder – this means you own the tool and know that success is down to you and your team. Rolling your sleeves up and moving fast on high impact initiatives is what you enjoy
• Hands on expertise with CRM tools (Braze preferable) including technical set up, deep automation experience, integrations and personalisation
• Strong analytical mindset with experience in A/B testing, segmentation, and funnel analysis
• Precision and attention to detail in campaign design and execution
• Basic HTML & JavaScript

Desirable

• This is a role for a CRM leader who thrives at the intersection of data, technology, and customer experience
• You’ll architect and own the CRM ecosystem, designing scalable, automated journeys that respond to real-time customer behaviour and deliver measurable impact. You’ll be hands-on with our Braze platform, pushing the boundaries of what’s possible
• Whether it’s launching a new lifecycle framework or debugging a complex campaign flow, you’ll be the go-to expert who combines strategic thinking with technical execution. You’ll work in a fast-paced environment where experimentation is encouraged and speed matters
• Collaboration will be second nature, as you embed CRM logic deep into the customer experience. You’ll lead a technically capable team, mentoring them to build smarter, faster, and more personalised campaigns. This isn’t just about sending emails; it’s about building a CRM engine that drives growth, retention, and customer engagement at scale
• Own the CRM architecture & strategy: Define and lead the technical CRM roadmap, ensuring scalable, automated, and data-driven lifecycle marketing across email, app, push, and in-app channels. Align CRM infrastructure with business growth (in particular the Lifecycle and Loyalty teams) and customer experience goals
• Data-driven personalisation & segmentation: Leverage customer data models, event streams, and behavioural signals to build dynamic segmentation and real-time personalisation. Partner with Data and Analytics to unlock predictive capabilities and drive retention and LTV
• Advanced Braze enablement: Act as the internal Braze expert, owning configuration, integrations, and advanced use cases (continued integration with our credit card platform, data warehouse, mobile apps, and backend systems via SDKs and APIs). Continuously explore and implement new Braze features to enhance campaign sophistication and automation
• Gamification & behavioural design: Architect and deploy gamified CRM experiences using event-based triggers and progress mechanics. Drive repeat engagement and habit formation through smart, scalable design
• Performance engineering & experimentation: Define and monitor CRM KPIs, build dashboards, and run rigorous A/B and multivariate tests. Use experimentation frameworks to optimise journeys, messaging, and channel mix
• Cross-functional technical collaboration: Work closely with Product, Engineering, Data Ops, and Analytics to ensure CRM is deeply embedded in the tech stack. Influence data pipelines, event taxonomy, and customer state logic to support CRM use cases
• Team leadership & technical mentorship: Lead and grow a technically capable CRM team. Provide hands-on support in campaign logic, data troubleshooting, and platform configuration. Foster a culture of curiosity, precision, and delivery