Senior CRM Manager - Lifecycle & Retention
Role Summary
Join M Kopa as a Senior CRM Manager to design lifecycle systems that enhance customer retention and value across Africa.
About the Organisation
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.
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.
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Key Responsibilities
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.
- 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
Working Conditions
Tech Stack: CleverTap, Braze, MoEngage, or similar
Analytics: Mixpanel, Amplitude, Looker
Channels: WhatsApp, SMS, push, in-app messaging, telesales
- 🌍 Fully remote role within UTC -1 to UTC +3 time zones
- 🤝 Work with diverse teams across UK, Europe, and Africa
- 📚 Professional development programmes and coaching partnerships
- 👨👩👧👦 Family-friendly policies and flexible working arrangements
- 💚 Well-being support and career growth opportunities
Eligibility Criteria
Eligibility details regarding visa sponsorship are not clearly provided; applicants should verify directly with the employer.
⚠️ Disclaimer: PathwayAI Africa does not guarantee employment, scholarships, visas, or admission. Always verify all opportunities through official sources before submitting personal information.
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