Head of CRM

2 weeks ago

London, Greater London, United Kingdom JaJa Finance Ltd Full time £60,000 - £120,000 per year
About Jaja

Our Mission: Empowering our customers to buy, borrow, and build - driven by tech, fuelled by data, and built for the future.

Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it Own it, Make it Simple

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.

We will delight our customers - making the customer experience simpler, more enjoyable, more intelligent - treating customers fairly and giving them more control of their money.

Why Join Us?

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.

We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself

About The Role

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.

Key responsibilities:
  • 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.
About You
  • 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.
Desired Skills & Experience:
  • Minimum 7 years of CRM experience
What's in it for you?
  • The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
  • Competitive salary
  • Potential for part time working around other / family commitments
  • Pension contributions
  • Bonuspotential
  • Private medical cover
  • 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
  • 4x life insurance cover
  • Employee assistance program

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