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Full-time
Senior CRM Manager - Lifecycle & Retention Job at M-KOPA
M-KOPA
Job Description
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.
Duties, Roles and Responsibilities
- 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.
- 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
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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Go to the "Jobs" tab
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