Collections Strategy Manager

We’re Dojo Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ 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 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here. 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 over 600,000 diners across the UK, that means getting seated at their favourite restaurants in 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. The role You’ll lead on all elements of Dojo’s collections strategy with the aim of maximising the effectiveness of our collections agents, our strategies and the reduction of bad debt. This is a great time to join Dojo as our collection function continues to mature and grow, but with still plenty of autonomy and scope to improve. A background in collections management is not essential, but a passion and drive to solve business problems is! You may have a consulting background or exposure improving customer contact in other environments. This role is majority office based in Bristol and with a salary range of £50k - £70k (although if your expectations are a little higher, do still get in touch). What will you do …

• Drive and implement a move to an automated risk based approach to collections, including:
  • Implementation of a collections platform into the business
  • Design of bespoke treatment paths within the platform in accordance with customer risk profiles
  • Design of customer risk segmentation strategy
  • Ensuring all current data sources within the business are used to maximum effect
  • Suggest and implement additional data enhancement strategies
  • Reporting of debt performance and optimisation / improvement of collections strategy accordingly
  • Ownership of all collections communications strategies and responsibility for monitoring and improving their effectiveness on a continuous basis
• Assist other areas of the business with treatment plans / paths to help improve their performance (eg card machine returns and PCI compliance rates)

What you will bring …

• Experience of design, delivery and execution of collections strategies in a regulated environment would be ideal but not essential. If you have a track record in customer contact strategy design and are a quick learner then we want to hear from you
• An ability to translate your vision from ideas to operational reality with the ability to overcome obstacles and to bring other stakeholders with you on your journey
• A flexible and agile approach to problem solving and an ability to work with external stakeholders to ensure timely delivery
• A real team player with a can do attitude, happy to roll up your sleeves to get the job done
• Highly numerate with sound reporting skills, you’ll be able to analyse complex data sets and present meaningful analysis that can trigger operational activity
• Great communication skills, able to brief senior managers on complex issues in an accessible way

Our values 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. Creating a more diverse, equitable and inclusive Dojo Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. Find out more about our benefits and what it’s like to work at Dojo at https://www.dojo.careers. #LI-Hybrid