Senior CRM Manager - MVNO

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

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)
• What You'll Do
• You'll own CRM strategy and execution end-to-end. Build automated customer journeys in CleverTap/Braze, run experiments on messaging and timing, analyse retention cohorts, and scale successful programmes across markets. Partner with Product, Commercial, and Operations teams to turn customer behaviour into growth opportunities.
• 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