About the job
Join our dynamic Product Growth team at M-KOPA! We are on the lookout for a highly skilled Senior CRM Manager with experience in MVNO, super-app, mobile gaming, or high-frequency subscription models. As we continue to expand our innovative FinTech division, you will play a pivotal role in developing and scaling growth systems that enhance retention, upsell strategies, and maximize customer lifetime value for millions throughout Africa.
The Impact
In this role, you will design and implement retention and upsell frameworks that not only drive measurable customer lifetime value and revenue growth but also foster financial inclusion for Africa's underserved communities. Join us in our mission as we have already empowered over 7 million customers with access to over $2 billion in credit. This is your opportunity to contribute to a cause that is truly transforming lives across the continent .
The Opportunity
Build CRM from the ground up: You will design and scale lifecycle programs across five African markets (Kenya, Nigeria, Uganda, Ghana, South Africa), leveraging proprietary data from millions of customers and a unique distribution model involving over 30,000 field agents and 300 telesales personnel.
Own retention and upsell outcomes: Your performance will be evaluated based on LTV growth, retention rates, and upsell revenue, going beyond just email metrics.
Go hands-on daily: Engage in building automated customer journeys, designing experiments, analyzing results, and scaling successful initiatives, this is not just a strategic role.
Global recognition: Become part of an organization recognized by TIME 100 as one of the world's most influential companies and by the Financial Times as Africa's fastest-growing company for four consecutive years (2022-2025).
What You'll Do
You will take full ownership of the CRM strategy and execution from start to finish. This includes building automated customer journeys using CleverTap/Braze, conducting experiments on messaging and timing, analyzing retention cohorts, and expanding successful programs across different markets. Collaborate with Product, Commercial, and Operations teams to convert customer behavior into growth opportunities.
