Senior CRM Manager - Lifecycle & Retention

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.

You'll design the retention and upsell 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 is your chance to be part of something that's literally transforming lives across an entire continent.

Build CRM from the ground up: Design and scale lifecycle programmes across five African markets (Kenya, Nigeria, Uganda, Ghana, South Africa) using 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 and by the Financial Times as Africa's fastest growing for four consecutive years ().

You will own CRM strategy and execution end to end, building automated customer journeys in CleverTap/Braze, running experiments on messaging and timing, analysing retention cohorts, and scaling successful programmes across markets. You will partner with Product, Commercial, and Operations teams to turn customer behaviour into growth opportunities.

• Build and scale multichannel 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 to higher value bundles 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 five African markets.

Tech Stack: CleverTap, Braze, MoEngage, or similar.

Analytics: Mixpanel, Amplitude, Looker.

Channels: WhatsApp, SMS, push, in app messaging, telesales.

6+ years building and scaling CRM or lifecycle marketing - ideally 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.

CRM systems experience: have built CRM systems from scratch or migrated platforms.

Hands on platform usage: personally building journeys in Braze, CleverTap, MoEngage, Customer.io, or Iterable.

Business outcomes focus: achievements mention LTV growth, retention revenue, upsell rates, renewal improvements - not just open rates.

Experiment experience: designed tests with clear hypotheses, control groups, and measurable success criteria.

• 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.

M KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M KOPA explicitly prohibits the use of forced or child labour and respects the rights of employees to agree to terms voluntarily. M KOPA ensures all employees are of legal working age and complies with local laws for youth employment or student work.

M KOPA does not charge any money as a pre employment or post employment requirement. No recruitment, processing, or interview fees are ever required.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews may occur at any stage of the recruitment process. The vacancy may be closed early if a suitable candidate is selected before the advertised closing date.

Successful applicants will undergo pre employment background checks, including criminal records, identity verification, academic qualifications, employment dates, and employer references.