UK Bristol
|Customer Loyalty
|3 Jul 2025
|R-0004044
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
New products, new markets and rapid expansion - it's all happening at Dojo. As we enter a new phase of growth, Dojo is looking for a Performance Manager to drive customer loyalty, revenue growth and revenue retention. A key leader in Customer Operations, you will develop the multi-channel, multi-product strategy across onboarding, in-life and retention touchpoints. Ensuring customers love Dojo, and never leave.
What you will do....
● Identify opportunities to grow and protect revenue through customer operations, conduct discovery and prove commercial opportunity through robust piloting
● Scale opportunities, implementing across Onboarding, Account Management, Proactive Service, inbound Customer Service and Retention teams
● Ensure a framework to enable effective performance management, including Operational and Commercial targets, and supporting Key Performance Indicators (KPIs)
● Continuous improvement of activity, to refine best practices and minimise cost-to-serve
● Provide insights on key drivers/blockers, from broad themes to detailed case examples, driving prioritisation and improvement
● Capture market intelligence at key touchpoints to support benchmarking of Dojo’s products and services, and competitor comparison
● Be highly visible across Operations and the wider business, collaborating with key stakeholders from Customer Operations, Data, Marketing, and Commercial Teams
● Own third-party relationships with suppliers/partners, ensuring alignment on changes, management of risk, and optimisation of commercial performance
What you will bring ...
● Strong commercial acumen, you’re able to design a robust strategy, build the benefits case, and implement operationally
● An inquisitive, data-driven approach, you know your way around Excel/Google Sheets and are proficient with data visualisation tools (experience with Looker is a preference).
● A background in Merchant Services, FinTech or reputable customer-centric companies
● 6+ years of experience in customer experience management/commercial strategy, and a strong understanding of operational delivery
● An influencer, with strong project management and collaboration skills; comfortable working with stakeholders at all levels of the business
● A track record of optimising and improving performance, including A:B testing and pilots.
● A consultant’s skillset: data interrogation, critical thinking and compelling storytelling
● Determined, energetic, can-do attitude, not fazed by challenges or problems
● Driven by performance measures and commercial outcomes
● A strong leader and influencer, working well independently and as part of a team
● Experience managing third-party suppliers and previous experience with subscription products is preferred
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:
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.
#LI-Hybrid