Senior CRM Manager – Lifecycle & Retention

🔥 0 minutes ago

🇰🇪 Kenya – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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M-KOPA

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

📦 Logistics

💳 Fintech

Healthcare • Logistics • Fintech

M-KOPA is a fintech platform founded in 2011 that provides digital financial services to underbanked consumers across Africa, including Kenya, Uganda, Nigeria, and Ghana. The company leverages data and IoT technology to enable digital micropayments, facilitating access to essential products and services such as smartphones, electric motorcycles, solar power systems, digital loans, and health insurance. With over $1 billion in credit extended to 3 million customers, M-KOPA is dedicated to making financing accessible for everyday essentials.

📋 Description

• Build and scale lifecycle CRM from the ground up across Kenya, Nigeria, Uganda, and Ghana • Design onboarding, retention, churn prevention, repayment, and upsell journeys across SMS, WhatsApp, push, and in-app messaging • Build behavioural trigger-based upsell systems for higher-value bundles including digital loans, insurance, and device protection • Build automated customer journeys in CleverTap • Run A/B tests on messaging, timing, incentives, and offers • Analyse retention and repayment cohorts • Track and optimise LTV, cohort retention, renewal rates, repayment behaviour, and upsell performance • Turn successful experiments into documented frameworks for execution across four African markets • Partner with Product, Commercial, and Operations teams to identify retention and growth opportunities • Scale lifecycle programmes using a distribution model of 30,000+ field agents and 300 telesales staff

🎯 Requirements

• 6+ years building and scaling CRM or lifecycle marketing • Experience in businesses where daily or weekly customer engagement drives retention and revenue • Experience building CRM systems, migrating platforms, designing journey architecture, or scaling programmes across markets • Hands-on experience building journeys in Braze, CleverTap, MoEngage, Customer.io, Iterable, or similar CRM platforms • Demonstrated LTV growth, retention revenue, upsell rates, or renewal improvements • Experience designing rigorous experiments with clear hypotheses, control groups, and measurable success criteria • Experience introducing gamification, loyalty programmes, streaks, badges, or other engagement mechanics into retention strategies • Relevant background in MVNOs, super-apps, mobile gaming, prepaid subscription services, or B2C fintech/subscription businesses • Performance or paid marketing exposure is a bonus, not required • Ability to work within UTC -1 to UTC +3 time zones • Successful applicants must undergo pre-employment background checks, including criminal records, identification verification, academic qualifications, employment dates, and employer references

🏖️ Benefits

• Fully remote role within UTC -1 to UTC +3 time zones • Professional development programmes and coaching partnerships • Family-friendly policies • Flexible working arrangements • Well-being support • Career growth opportunities • Diverse development programs • On-the-job training