Senior CRM Manager - Lifecycle & Retention (Remote)

About the job

• Join our expanding Product Growth team! We're actively recruiting another Senior CRM Manager from MVNO, super-app, mobile gaming, or high-frequency subscription backgrounds as we continue to scale our growing FinTech division at M-KOPA.
• You'll build and scale the growth systems that drive retention, upsell, and customer lifetime value for millions across Africa.

The Impact 

• You'll design the retention and up-sell infrastructure that drives measurable customer lifetime value and revenue growth whilst creating financial inclusion for Africa's traditionally excluded.
• We've already helped over 7 million customers access over $2 billion in credit.
• It's your chance to be part of something that's literally transforming lives across an entire continent.

The Opportunity

• Build CRM from the ground up: Design and scale lifecycle programmes across 5 African markets (Kenya, Nigeria, Uganda, Ghana, South Africa) - working with proprietary data from millions of customers and a unique distribution model (30,000+ field agents + 300 telesales)
• Own retention and upsell outcomes: Your success is measured in LTV growth, retention rates, and upsell revenue - not just email metrics
• Go hands-on daily: Build automated journeys, design experiments, analyse results, and scale what works - this isn't a strategy-only role
• Global recognition: Join a company named by TIME 100 as one of the world's most influential and by the Financial Times as Africa's fastest-growing for 4 consecutive years (2022-2025).

What You'll Do

• You'll own CRM strategy and execution end-to-end.
• Build automated customer journeys in CleverTap/Braze, run experiments on messaging and timing, analyse retention cohorts, and scale successful programmes across markets.
• Partner with Product, Commercial, and Operations teams to turn customer behaviour into growth opportunities.

Your Core Responsibilities

• Build and scale multi-channel lifecycle programmes: Design onboarding, retention, churn prevention, and upsell journeys across SMS, WhatsApp, push, and in-app messaging
• Design behavioural trigger-based upsell systems: Move customers from entry products (smartphones/e-bikes) to higher-value bundles (digital loans, insurance, device protection) based on payment behaviour and engagement signals
• Run rigorous experiments: A/B test messaging, timing, incentives, and offers with clear hypotheses and statistical rigour - then turn wins into repeatable playbooks
• Own retention economics: Track and optimise LTV, cohort retention, renewal rates, and upsell performance - translating insights into action
• Scale what works across markets: Turn successful experiments into documented frameworks that enable teams to execute growth initiatives across 5 African markets

What You Need

• 6+ years building and scaling CRM or lifecycle marketing - ideally in businesses where daily or weekly customer engagement drives retention and revenue.
• Relevant backgrounds we're interested in: MVNO experience, super-apps with daily engagement models, mobile gaming with daily retention mechanics, prepaid subscription services, or B2C fintech/subscription businesses where high-frequency engagement drives the model.
• You've built CRM systems, not just optimised them - whether migrating platforms (Mailchimp → Braze), designing journey architecture from scratch, or scaling programmes across markets.
• You're hands-on in CRM platforms daily - personally building journeys in tools like Braze, CleverTap, MoEngage, Customer.io, or Iterable.
• You think in business outcomes - your achievements mention LTV growth, retention revenue, upsell rates, renewal improvements - not just open rates or engagement metrics.
• You run rigorous experiments - designing tests with clear hypotheses, control groups, and measurable success criteria.

Your Environment:

• Tech Stack: CleverTap, Braze, MoEngage, or similar
• Analytics: Mixpanel, Amplitude, Looker
• Channels: WhatsApp, SMS, push, in-app messaging, telesales.

Location & Benefits

• Fully remote role within UTC -1 to UTC +3 time zones
• Work with diverse teams across UK, Europe, and Africa
• Professional development programs and coaching partnerships
• Family-friendly policies and flexible working arrangements
• Well-being support and career growth opportunities.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Share this job: