Voi Technology

Customer Success Manager

• Own and evolve our global CRM strategy to drive activation, retention, and customer lifetime value across all markets
• Lead a specialised CRM team and sit at the intersection of Marketing, Product, and Growth
• Define and refine the CRM strategy across activation, retention, win-back, and pricing/product lifecycle
• Translate strategy into clear OKRs, backlogs, and roadmaps
• Prioritise initiatives based on quantitative impact
• Own the strategic setup and evolution of our Braze platform
• Partner with Engineering, Product, and Data teams to optimise app event taxonomies
• Identify and test opportunities to use AI and automation within the CRM stack
• Lead, coach, and develop the CRM team through structured sprint planning
• Act as a CRM ambassador across Voi
• Collaborate with regional General Managers and Market Managers
• Oversee CRM legal compliance

CRM Lead – Full-Time

• Strengthen lifecycle marketing by turning data and insights into automated CRM programmes that drive engagement, conversion, and retention
• Work hands-on in Braze to design, build, and optimise journeys that support users from onboarding through to loyal, high-value riders
• Analyse lifecycle performance using CRM data to identify opportunities across onboarding, engagement, upsell, and retention
• Investigate user behaviour and campaign performance to uncover automation opportunities, lifecycle gaps, and areas for optimisation
• Translate insights into actionable CRM journeys, segmentation strategies, and targeting logic that can scale across markets
• Build, test, and optimise automated lifecycle journeys in Braze using Canvas, segmentation, and Liquid logic
• Develop reusable templates and scalable campaign structures that reduce manual work and improve consistency
• Identify and implement opportunities to automate existing campaigns and expand lifecycle coverage across the customer journey
• Design and run A/B tests across CRM channels (email, push, in-app) to improve engagement, conversion, and retention
• Analyse experiment results, communicate findings clearly, and turn them into actionable improvements
• Partner with Marketing, Data, and Product to ensure lifecycle activity is aligned with growth priorities and other channel initiatives
• Maintain strong QA processes to ensure accurate segmentation, triggers, tracking, and personalisation, while keeping visibility across journeys to avoid overlap and conflicting experiences.

CRM Lead – Full-Time

CRM Automation Specialist