Job Description
At Flipdish, we鈥檙e turning the tables in favour of independent restaurant and takeaway owners by providing them with the tools they need to make their lives easier. We offer a suite of powerful yet straightforward tech solutions along with real human support, helping our customers thrive on their own terms.
Everything we do is designed to make running a restaurant satisfyingly simple in a world that鈥檚 anything but.
About the Role
We are looking for a highly proactive and commercially minded Marketing Automation Manager to own the end-to-end customer journey after acquisition. This role will be responsible for building and optimising the communications, campaigns, and automations that drive stronger onboarding, higher retention, increased expansion, and reduced churn.
You will be the connective tissue across Marketing, Customer Success, Strategic Account Management, Sales, and Product, ensuring our customers receive clear, timely, and value-driven communication without being overwhelmed by different teams. Your work will directly influence customer performance, MRR growth, and long-term satisfaction.
This is a high-impact role ideal for a lifecycle marketer who thrives on data, experimentation, cross-functional collaboration, turning insights into measurable outcomes, and delivering exceptional communication that really resonates with our customer base.
Key Responsibilities
Lifecycle Communications and Onboarding
- Own customer onboarding communications across email, WhatsApp, and in-product touch points.
- Work with the Onboarding, Product and Marketing Teams to design and implement automated onboarding journeys that help customers activate, adopt key features, and get value faster.
- Ensure consistent messaging that aligns with product positioning and customer expectations.
Customer Engagement and Retention
- Develop communication strategies that improve customer engagement and sentiment throughout the lifecycle.
- Identify early churn signals and create interventions, automations, and campaigns to reduce churn with the Strategic Account Management Team.
- Partner with Customer Success to support objection handling campaigns, proactive education, and best-practice sharing.
- Monitor competitor propositions and market movements, and develop specific defensive communication strategies that can be deployed when customers are at risk of competitive intervention.
Expansion and Growth
- Work closely with Strategic Account Managers to build cross-sell, upsell, and expansion campaigns designed to increase MRR and order volume.
- Identify customer segments and behaviours that indicate growth potential, and deliver targeted lifecycle programmes.
- Identify optimal moments in a customer鈥檚 lifecycle to encourage expansion and build automations with the objective of generating inbound demand for Customer Success.
Cross-Functional Alignment
- Collaborate with Product, Marketing and Sales Enablement to understand product strengths, gaps, and customer pain points, ensuring communications are accurate and set the right expectations.
- Partner with Data, Product, and CS to align insights, messaging, and customer triggers across teams.
- Act as the guardian of customer communication, ensuring customers are not over-messaged and that all outgoing comms follow a coordinated plan.
Measurement and Optimisation
- Jointly own the KPIs related to onboarding success, engagement, retention, churn reduction, and expansion campaign performance with the commercial teams.
- Build dashboards, track performance, run A/B tests, and continuously refine lifecycle flows based on data.
- Champion best practice in customer communications and design processes that improve message quality and timing.
Key KPIs
- Expansion in MRR from lifecycle and cross-sell campaigns
- Reduction in overall churn through targeted intervention
- Increased customer activation, feature adoption, and order volume
- Improved engagement rates across lifecycle channels
- Reduction of uncoordinated customer messaging across departments
About You
- Proven experience in customer lifecycle marketing, CRM marketing, retention or growth marketing, ideally in SaaS or a tech-driven business.
- Strong understanding of segmentation, lifecycle automation, multi-channel messaging, and CRM data structures.
- Data-driven mindset with the ability to interpret insights and act on them quickly.
- Exceptional communication skills and the ability to collaborate effectively with commercial teams based in the UK and Ireland is essential.
- Excellent communication and copywriting skills, with a talent for simplifying complex concepts.
- Experience using Intercom for customer communication, support, or automation would be a big advantage.
- Highly adept with AI tools and workflows, with the ability to leverage AI to automate, optimise, and scale lifecycle communications and processes.
- Experience messaging to customers in the UK and Ireland is essential.
- Ability to adhere to brand guidelines and tone of voice is essential.
- Previous experience communicating to or working with restaurants or takeaways is an advantage.
- Comfortable working cross-functionally and influencing without authority.
- Highly organised, detail-oriented, and proactive in identifying opportunities for improvement.
- Passionate about customer experience, retention, and delivering value throughout the lifecycle.
- Previous experience working with Salesforce CRM and Hubspot marketing automation would be advantageous.
馃 About Flipdish
We are Flipdish, an Irish unicorn valued at over $1bn, helping independent restaurants, takeaways and quick service brands compete and grow in a world transformed by technology. Our platform has evolved into a fully integrated, AI powered ecosystem that supports restaurants with online ordering, marketing, loyalty, point of sale, menu optimisation and operational automation.
AI is at the heart of many of our newest innovations, including the Flipdish AI Phone Agent, which answers customer calls, takes orders and ensures no order is ever missed. From AI driven marketing to intelligent menu tools, we build technology that makes running a restaurant satisfyingly simple in a world that is anything but.
But Flipdish is not just about technology. We are deeply connected to the industry we serve. Many of us have worked in restaurants, run franchises or grown food businesses ourselves. We understand the pressures operators face, and we support them with the same intensity and care we would want for our own businesses. We listen closely to our customers, learn from them and back them so they can grow on their own terms and fall back in love with what they do.
馃珋Our culture
At this point, you might expect the usual spiel about how great a place Flipdish is to work at and how great our work culture is (and it is!). But, this all depends on our employees. And that鈥檚 because we trust our employees to define what sort of an employer Flipdish is.
Transparency is hugely important to us. We listen to one another. We collaborate. And we give everyone a way to grow their careers through a supportive environment.
We鈥檙e a company that values diversity, inclusion, and wellbeing as standard. We believe in balance, not burnout. And all permanent employees qualify for our share scheme because we share our success.
We certainly encourage flexibility where possible and combine this with beautiful offices in bustling cities like Dublin, London and Karachi. We鈥檙e focused on getting the most out of our time together, output and team energy is at the heart of our hub based philosophy - not an attendance ticking exercise!
So, if you want to join a genuinely friendly team, take a look at our current openings and get in touch. And if you don鈥檛 see an opening just yet, do get in touch and register your interest with us anyway. We鈥檒l be in touch as soon as something suitable opens up.
馃檲Don鈥檛 be shy. Apply.
We know that imposter syndrome can be a thing. Don鈥檛 let it be. We want enthusiastic people from all backgrounds. If you feel like you鈥檙e up for working with us, get in touch.
We also understand some candidates might need assistance. That鈥檚 not a problem in the slightest. Just reach out to us, we鈥檇 love to hear from you.