Senior CRM Manager - MVNO

About the position Join our expanding Product Growth team at M-KOPA's FinTech division. This role involves building and scaling growth systems to enhance retention, upsell, and customer lifetime value for millions across Africa. The position offers the opportunity to design retention and up-sell infrastructure that drives measurable customer lifetime value and revenue growth, contributing to financial inclusion for underserved populations in Africa. M-KOPA has already assisted over 7 million customers with over \$2 billion in credit, providing a chance to be part of a transformative initiative across the continent.

Responsibilities

• Design and scale lifecycle programmes across 5 African markets (Kenya, Nigeria, Uganda, Ghana, South Africa), utilizing proprietary data from millions of customers and a unique distribution model.
• Own retention and upsell outcomes, measured by LTV growth, retention rates, and upsell revenue.
• Build automated journeys, design experiments, analyze results, and scale successful initiatives.
• Own CRM strategy and execution end-to-end.
• Build automated customer journeys in CleverTap/Braze, run experiments on messaging and timing, analyze retention cohorts, and scale successful programmes across markets.
• Partner with Product, Commercial, and Operations teams to identify and capitalize on customer behavior-driven growth opportunities.
• Build and scale multi-channel lifecycle programmes, including onboarding, retention, churn prevention, and upsell journeys across SMS, WhatsApp, push, and in-app messaging.
• Design behavioral trigger-based upsell systems to move customers from entry products to higher-value bundles based on payment behavior and engagement signals.
• Run rigorous experiments, including A/B testing messaging, timing, incentives, and offers with clear hypotheses and statistical rigor, and scale successful tests into repeatable playbooks.
• Own retention economics by tracking and optimizing LTV, cohort retention, renewal rates, and upsell performance, translating insights into actionable strategies.
• Scale successful experiments across markets by documenting frameworks that enable teams to execute growth initiatives.

Requirements

• 6+ years of experience in building and scaling CRM or lifecycle marketing, ideally in businesses with daily or weekly customer engagement driving retention and revenue.
• Experience in MVNO (Mobile Network Operator) environments, where prepaid customers, daily top-ups, and churn prevention are critical.
• Proven experience in building CRM systems, not just optimizing them (e.g., migrating platforms, designing journey architecture from scratch, scaling programs across markets).
• Hands-on daily experience with CRM platforms such as Braze, CleverTap, MoEngage, Customer.io, or Iterable.
• Focus on business outcomes, with achievements quantifiable in LTV growth, retention revenue, upsell rates, and renewal improvements.
• Experience in running rigorous experiments, including designing tests with clear hypotheses, control groups, and measurable success criteria.

Benefits

• Professional development programs and coaching partnerships
• Family-friendly policies and flexible working arrangements
• Well-being support and career growth opportunities