Hiring?Get vetted candidates in 48 hours. Pay only when you hire.Get vetted candidates in 48 hours.
M
Senior CRM Manager - Lifecycle & Retention
M-KOPA
Posted 2 months agoNairobi
Location
Nairobi
Job Type
Full-time
Experience
Senior
Category
Other
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)
ProGigFinder Press
Fifty silent applications, or one that lands.
Pick any job above and pay $2.99 with MoMo or Card. In 60 seconds you get a CV written for that role: it passes the screening software and reads the way a recruiter expects.
Get my CV for this job: $2.99
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
