Creating a more diverse, equitable and inclusive Dojo
Dojo’s 150,000+ customers reflect the diversity of the UK High Street. Building teams with diverse backgrounds that are representative of the customer base which we serve is fundamental to creating innovative products at Dojo. Whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, you have a place at Dojo.
We want everyone to be the best they can be throughout the recruitment process; if you require any additional adjustments please let us know.
About the role
The Commercial Support Manager role is critical to Dojo’s operations, being responsible for developing and executing commercial support strategy and aligning it with broader business objectives to deliver exceptional customer experiences. This position will maintain oversight of overall performance, analysing metrics to identify areas for improvement and implementing strategies to enhance customer satisfaction and operational efficiency. Leading and motivating a team of sales support team leaders, the role alongside its management team will showcase best practice contact centre standards and procedures, collaborating with cross-functional teams to address customer issues and ensure seamless communication.
What you will do...
O versee the Sales Support & Integration Support leadership team, managing performance and providing ongoing coaching, feedback and recognition to ensure operational success
Foster a collaborative and motivating culture, emphasising teamwork, continuous learning and professional development
Set strategic vision for the team and translate this into specific business initiatives, develop operational plans, execute, measure, and iterate
Identifying trends and behaviours that result in more efficient selling and helping to turn these into best practices for the entire sales team to shorten the sales cycle
Establish best practices and processes for the teams interactions as part of their roles, aligning with other departments
Collaborate and build relationships with Commercial leadership to drive business performance
Analyse key performance metrics to enable data-driven business decisions and reporting on operational efficiency
What you will bring...
Previous experience in leading ‘contact centre’ style teams
Excellent mentoring, coaching and people management skills
Strong business acumen
Comfort with working in a fast paced environment and at times, ambiguity
We launched Dojo in 2019 to address business owners’ pain points across the UK. Since then, we’ve seen incredible growth as a scaling fintech, welcoming over 150,000 customers and growing the Dojo team to 1,000+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 1,000 restaurants and 750,000 diners.
Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For diners, that means getting seated at their favourite restaurants with just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast.
At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed.
Our way of working
Dojo has adopted a set of shared principles with the aim of increasing in-person collaboration and amplifying our ‘Customer First’ values. We encourage our employees to meet in-person over virtual meetings, and our communication is mostly asynchronous. Unlike most other businesses, we are intentionally avoiding a rules-based approach, and each team is empowered to make the arrangements that work best for their success. The answer to every scenario which tests these principles is: We trust you to use your judgement responsibly, in the best interest of our customers.