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. 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)

Responsibilities

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

Benefits

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

Our Impact 💚:

Connected 📱: 2.5 million first-time mobile internet users connected

Prosperous 💰: 62% of customers use M-KOPA smartphones for income generation, with 35,000+ livelihoods created for agents

Green 🌱: 2.1 million tonnes of CO₂ avoided through clean energy products, with over 127,700 circular economy products provided

Senior CRM Manager - Lifecycle & Retention

Job Description

Stop applying into silence.

Responsibilities

Benefits

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