Senior CRM Manager – Lifecycle, Retention

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

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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

• Own lifecycle CRM strategy and execution end to end • Build and scale onboarding, retention, churn prevention, repayment, and upsell journeys across SMS, WhatsApp, push, and in-app messaging • Design behavioural trigger-based upsell systems for higher-value bundles based on payment behaviour and engagement signals • 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, and upsell performance • Translate customer behaviour and analytics into retention and growth opportunities • Turn successful experiments into documented frameworks for execution across four African markets • Partner with Product, Commercial, and Operations teams • Scale successful programmes across Kenya, Nigeria, Uganda, and Ghana

🎯 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 from scratch, or scaling programmes across markets • Hands-on experience building journeys in Braze, CleverTap, MoEngage, Customer.io, Iterable, or similar CRM platforms • Experience demonstrating LTV growth, retention revenue, upsell rates, or renewal improvements • Experience running rigorous experiments with clear hypotheses, control groups, and measurable success criteria • Experience introducing gamification, loyalty programmes, streaks, badges, or other engagement mechanics into retention strategy • Relevant background in MVNOs, super-apps, mobile gaming, prepaid subscription services, or B2C fintech/subscription businesses • Experience with or exposure to performance or paid marketing is a bonus, not required • Ability to work within UTC -1 to UTC +3 time zones • Willingness to undergo pre-employment background checks

🏖️ Benefits

• Fully remote role within UTC -1 to UTC +3 time zones • Professional development programmes and coaching partnerships • Family-friendly policies and flexible working arrangements • Well-being support and career growth opportunities • Diverse development programs • On-the-job training • Equal opportunity and affirmative action employer • Pre-employment background checks