About the Role
M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go solar energy, we have grown into one of the most advanced connected asset financing platforms in the world. We are currently looking for a strategic and hands-on Senior CRM Manager - Lifecycle & Retention to own our end-to-end CRM strategy, build automated customer journeys, and scale impactful retention programmes across multiple African markets.
Key Responsibilities- Build and scale multi-channel lifecycle programmes including onboarding, retention, churn prevention, and upsell journeys across SMS, WhatsApp, push, and in-app messaging.
- Design behavioural trigger-based upsell systems to transition customers from entry products to higher-value bundles based on payment behaviour and engagement signals.
- Run rigorous A/B tests on messaging, timing, and incentives to turn winning experiments into repeatable, scalable playbooks.
- Own retention economics by tracking and optimising LTV, cohort retention, renewal rates, and upsell performance.
- Partner closely with Product, Commercial, and Operations teams to translate deep customer insights into tangible growth opportunities.
- 6+ years of experience building and scaling CRM or lifecycle marketing in high-engagement B2C environments like fintech, super-apps, or subscription services.
- Proven, hands-on experience daily in advanced CRM platforms such as CleverTap, Braze, MoEngage, or Customer.io.
- Strong background in designing journey architecture from scratch and migrating systems across markets.
- Demonstrated success in driving core business outcomes such as LTV growth, retention revenue, and upsell rates rather than just surface-level engagement metrics.
- Experience designing rigorous experiments with clear hypotheses, control groups, and measurable success criteria.
- Competitive compensation package with opportunities for professional growth in a mission-driven environment.
- Direct impact on financial inclusion and empowerment for millions of underbanked customers across Africa.
- Collaborative, fast-paced work culture alongside top-tier global talent in tech, product, and operations.