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Join our expanding Product Growth team! We're actively recruiting a Senior CRM Manager as we continue to scale at M-KOPA. You'll build and scale the lifecycle systems that drive retention, upsell, and customer lifetime value for millions of everyday earners across Africa. The Impact 💚 You'll design the retention and upsell infrastructure that turns first-time customers into long-term, high-value ones, driving measurable CLV growth while creating financial inclusion for Africa's traditionally excluded. We've already helped over 10 million customers access over $2 billion in credit. Nice to have, not required: we're curious whether you've also touched performance or paid marketing. We don't run that as part of Growth today, but understanding how it connects to retention is something we're actively thinking about, and your perspective could help shape where we take it 🚀 Go hands-on daily: build automated journeys, design experiments, analyse results, and scale what works 🏆 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 5 consecutive years (2022-2026) What You'll Do You'll own lifecycle CRM strategy and execution end to end. Build automated customer journeys in CleverTap, run experiments on messaging and timing, analyse retention and repayment cohorts, and scale successful programmes across markets. Partner with Product, Commercial, and Operations teams to turn customer behaviour into retention and growth opportunities. 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 retention initiatives across 4 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. You've built CRM systems, not just optimised them, whether migrating platforms (Mailchimp → Braze), designing journey architecture from scratch, or scaling programmes across markets. io , or Iterable.

Senior CRM Manager - Lifecycle & Retention

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