Senior Loyalty & Success Manager

About Jaja 

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 both 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 

As the Senior Loyalty & Success Manager you’ll be responsible for creating exceptional customer experiences that foster loyalty, success, and long-term satisfaction.  Working with our CRM team, you’ll spearhead personalised, dynamic experiences for our customers across the app, email, in-app message, and other communication channels.  

You’ll focus heavily on developing gamification strategies, building relationships with third-party reward partners, and ensuring customers achieve positive, meaningful outcomes. This is an exciting opportunity for someone passionate about creating marketing magic and unique experiences for our existing customers. 

Key responsibilities: 

• Develop gamification activity: Create, implement and optimise gamification strategies that drive customer participation and loyalty 

• Identify & build third-party partnerships: Build relationships with third-party partners (e.g., rewards partners) to enhance customer loyalty and offer value to our customers  

• Drive Good Outcomes for customers: Ensure that every customer interaction and experience leads to positive outcomes — whether it’s through solving a problem, delivering value, or helping customers meet their financial goals 

• Engagement programmes: Lead the design and execution of customer engagement programmes, such as feedback surveys and community-building activities 

• Personalisation: Collaborate with CRM to ensure that marketing and experience strategies are fully personalised and tailored to meet individual customer needs 

• Communication creation: Write, create and build the marketing communications you want our customers to receive, to build strong relationships  

• Monitoring and optimisation: Continuously monitor and evaluate our customer loyalty programmes to understand engagement and satisfaction. Use this insight to continually optimise our strategies 

About You 

We’re seeking someone with  

• A creative problem-solving mindset, with the ability to come up with innovative and fun ideas for our customers 

• The ability to work through complex issues independently but also to engage colleagues to drive forward change 

• Someone who knows great marketing, and the creative and copy that makes customers engage 

• The ability to understand and relate to customers needs, emotions and challenges 

• An understanding that the end goal is delivering an exceptional customer experience 

The successful candidate must have the right to work in the UK and meet the following criteria: 

Desired Skills & Experience: 

• Minimum 5 years of marketing, loyalty or customer management 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   

• Fully flexible remote hybrid working model  

• Potential for part time working around other / family commitments 

• Pension contributions 

• Bonus potential 

• 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 programme