Senior CRM Manager - MVNO

About the role

🏗️ 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
• Your Environment 💼
• Tech Stack : CleverTap, Braze, MoEngage, or similar
• Analytics : Mixpanel, Amplitude, Looker
• Channels : WhatsApp, SMS, push, in-app messaging, telesales
• What You Need
• 6+ years building and scaling CRM or lifecycle marketing - ideally in businesses where daily or weekly customer engagement drives retention and revenue.
• Relevant backgrounds we're interested in: We're particularly interested in candidates with MVNO experience - if you've worked in mobile network operations where prepaid customers, daily top-ups, and churn prevention are core to the business model, we want to hear from you.
• You've built CRM systems, not just optimised them - whether migrating platforms (Mailchimp → Braze), designing journey architecture from scratch, or scaling programmes across markets.
• You're hands-on in CRM platforms daily - personally building journeys in tools like Braze, CleverTap, MoEngage, Customer.io , or Iterable.
• You think in business outcomes - your achievements mention LTV growth, retention revenue, upsell rates, renewal improvements - not just open rates or engagement metrics.
• You run rigorous experiments - designing tests with clear hypotheses, control groups, and measurable success criteria.
• 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 Mission 🌍
• We create financial inclusion for the traditionally excluded through a fair, flexible, customer-centric financing model. We strive to drive greater inclusion of women, youth, and low-income communities.
• Our Impact 💚
• Our technology has created measurable change:
• 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
• Ready to build growth systems that create real-world financial inclusion while advancing your career in fintech?
• Why M-KOPA?
• At M-KOPA, we empower our peopl

Benefits

Additional Information

Join our expanding Product Growth team! We're actively recruiting another Senior CRM Manager from an MVNO background 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 🌍

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