Senior CRM Manager – Lifecycle, Retention
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Job Description
Senior CRM Manager building lifecycle CRM, retention, and upsell systems for M-KOPA’s financial inclusion platform. Scaling customer growth programmes across African markets.
Responsibilities:
- Own lifecycle CRM strategy and execution end to end
- Build and scale onboarding, retention, churn prevention, repayment, and upsell journeys across SMS, WhatsApp, push, and in-app messaging
- Design behavioural trigger-based upsell systems for higher-value bundles based on payment behaviour and engagement signals
- Build automated customer journeys in CleverTap
- Run A/B tests on messaging, timing, incentives, and offers
- Analyse retention and repayment cohorts
- Track and optimise LTV, cohort retention, renewal rates, and upsell performance
- Translate customer behaviour and analytics into retention and growth opportunities
- Turn successful experiments into documented frameworks for execution across four African markets
- Partner with Product, Commercial, and Operations teams
- Scale successful programmes across Kenya, Nigeria, Uganda, and Ghana
Requirements:
- 6+ years building and scaling CRM or lifecycle marketing
- Experience in businesses where daily or weekly customer engagement drives retention and revenue
- Experience building CRM systems, migrating platforms, designing journey architecture from scratch, or scaling programmes across markets
- Hands-on experience building journeys in Braze, CleverTap, MoEngage, Customer.io, Iterable, or similar CRM platforms
- Experience demonstrating LTV growth, retention revenue, upsell rates, or renewal improvements
- Experience running rigorous experiments with clear hypotheses, control groups, and measurable success criteria
- Experience introducing gamification, loyalty programmes, streaks, badges, or other engagement mechanics into retention strategy
- Relevant background in MVNOs, super-apps, mobile gaming, prepaid subscription services, or B2C fintech/subscription businesses
- Experience with or exposure to performance or paid marketing is a bonus, not required
- Ability to work within UTC -1 to UTC +3 time zones
- Willingness to undergo pre-employment background checks
Benefits:
- Fully remote role within UTC -1 to UTC +3 time zones
- Professional development programmes and coaching partnerships
- Family-friendly policies and flexible working arrangements
- Well-being support and career growth opportunities
- Diverse development programs
- On-the-job training
- Equal opportunity and affirmative action employer
- Pre-employment background checks
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