Senior CRM Manager – Lifecycle & Retention at M-KOPA – Remote

Job Overview

M-KOPA is recruiting a Senior CRM Manager – Lifecycle & Retention to join its Product Growth team. This is a full-time remote position open to candidates able to work within UTC−1 to UTC+3 time zones, a range that includes Nigeria and several other African and European locations.

The role focuses on building and scaling customer-lifecycle systems that improve retention, renewals, upselling and customer lifetime value. It involves hands-on development of automated journeys, behavioural segmentation, multi-channel messaging, experimentation and cohort analysis across M-KOPA’s African markets.

Applicants need at least six years of experience building and scaling CRM or lifecycle-marketing programmes. The employer has not stated an academic qualification, salary or application deadline.

Key Facts at a Glance

Item	Confirmed Information
Position	Senior CRM Manager – Lifecycle and Retention
Employer	M-KOPA
Team	Product Growth
Work arrangement	Fully remote
Eligible time zonesNigeria eligibility:	UTC−1 to UTC+3Yes, based on the stated time-zone range
Experience	At least six years
Markets	Kenya, Nigeria, Uganda, Ghana and South Africa
Channels	SMS, WhatsApp, push, in-app messaging and telesales
CRM platforms	Braze, CleverTap, MoEngage, Customer.io, Iterable or similar
Salary	Not specified
Application deadline	Not stated

About M-KOPA

M-KOPA is a financial-technology and connected-asset financing company serving customers across several African markets. Its platform helps customers access products and services through digital payments and asset-financing arrangements.

The company’s product range has developed from pay-as-you-go solar solutions to connected products and financial services, including smartphones and other income-supporting assets.

The Purpose of the Role

The Senior CRM Manager will design and scale lifecycle programmes across Kenya, Nigeria, Uganda, Ghana and South Africa. The position focuses on measurable commercial outcomes, including:

• Customer lifetime value growth.
• Customer retention.
• Renewal performance.
• Upsell revenue.
• Churn prevention.

The role is not limited to high-level strategy. The successful candidate will personally build automated journeys, develop and test messages, analyse results and turn successful initiatives into repeatable frameworks for other markets.

Key Responsibilities

CRM Strategy and Execution

The Senior CRM Manager will take end-to-end responsibility for CRM strategy and implementation by:

• Developing the lifecycle and retention approach used across the relevant markets.
• Building automated customer journeys using CleverTap, Braze or similar platforms.
• Designing experiments involving messaging, timing, incentives and offers.
• Analysing customer-retention cohorts.
• Identifying successful programmes and scaling them across markets.
• Translating customer behaviour into practical growth opportunities.

Multi-Channel Lifecycle Programmes

The successful candidate will build customer programmes across SMS, WhatsApp, push notifications and in-app messaging. These programmes will cover:

• Customer onboarding.
• Ongoing engagement.
• Customer retention.
• Churn prevention.
• Product renewal.
• Upselling.

The manager will determine how the available communication channels can be coordinated to support measurable customer and business outcomes.

Behaviour-Based Upselling

The role involves developing trigger-based systems that respond to customer payment behaviour and engagement signals. Responsibilities will include:

• Identifying customer behaviours that indicate potential interest in additional products.
• Designing automated triggers that present relevant offers.
• Supporting movement from entry products, such as smartphones and electric bikes, to higher-value bundles.
• Working with products that may include digital loans, insurance and device protection.
• Measuring the revenue and customer-lifetime-value effects of upsell programmes.

Experimentation and Optimisation

The Senior CRM Manager will run structured experiments to improve lifecycle performance by:

• Developing clear hypotheses.
• Establishing control groups.
• Defining measurable success criteria.
• Testing messages, timing, incentives and offers.
• Applying appropriate statistical discipline when reviewing results.
• Turning successful tests into repeatable operating playbooks.

Retention Analysis

The successful candidate will track and optimise the commercial performance of CRM activities. Relevant measures will include:

• Customer lifetime value.
• Cohort retention.
• Renewal rates.
• Upsell performance.
• Retention-generated revenue.

Insights from this analysis should be converted into practical changes to journeys, communications and customer programmes.

Cross-Market Scaling

The manager will take successful experiments and develop documented frameworks that teams can use across the five participating African markets. This will involve:

• Documenting proven approaches.
• Adapting programmes for broader execution.
• Enabling market teams to implement growth initiatives.
• Maintaining clarity and consistency as programmes expand.

Cross-Functional Collaboration

The Senior CRM Manager will work with Product, Commercial and Operations teams to identify and act on customer-growth opportunities. The role also involves collaborating with teams based across the United Kingdom, Europe and Africa.

Qualifications and Experience

Applicants must have:

• At least six years of experience building and scaling CRM or lifecycle-marketing programmes.
• Experience in a business where daily or weekly customer engagement contributes to retention and revenue.
• Experience building CRM systems rather than only optimising established programmes.
• Hands-on experience creating automated journeys in a CRM platform.
• Experience developing structured experiments with hypotheses, control groups and measurable outcomes.

Relevant experience may come from:

• Mobile virtual network operators.
• Super-apps with daily customer engagement.
• Mobile-gaming businesses with daily retention mechanics.
• Prepaid subscription services.
• B2C fintech businesses.
• High-frequency subscription businesses.

Required Technical and Commercial Skills

Candidates should be able to:

• Build and manage journeys in Braze, CleverTap, MoEngage, Customer.io, Iterable or a similar CRM platform.
• Design CRM architecture and lifecycle programmes from the beginning.
• Support or manage CRM-platform migrations.
• Work with analytics tools such as Mixpanel, Amplitude and Looker.
• Operate across WhatsApp, SMS, push notifications, in-app messaging and telesales.
• Connect CRM activities to commercial outcomes such as retention revenue, lifetime-value growth, upsell rates and renewal improvements.
• Analyse customer behaviour and convert findings into growth initiatives.
• Develop documented frameworks that other market teams can implement.

Senior CRM Application Evidence Checklist

Candidates should prepare clear evidence of:

• Building and scaling CRM or lifecycle-marketing programmes.
• Designing customer journeys from the beginning rather than only maintaining existing campaigns.
• Hands-on work with Braze, CleverTap, MoEngage, Customer.io, Iterable or a comparable platform.
• Coordinating SMS, WhatsApp, push, in-app or telesales channels.
• Developing behavioural segments and automated triggers.
• Running structured experiments with hypotheses, control groups and defined success measures.
• Analysing customer cohorts, retention, renewals, upsells and churn.
• Connecting CRM work to lifetime value or revenue outcomes.
• Documenting successful experiments for use in multiple markets.
• Collaborating with Product, Commercial, Operations and international teams.

AfriJobSpace Lifecycle Experiment Guide

Candidates may present one strong retention or lifecycle example using this structure:

1. Baseline: The customer behaviour or performance problem identified.
2. Segment: The customer group selected and why.
3. Action: Journey, message, channel, timing or incentive tested.
4. Measurement: Control group, KPI and evaluation period.
5. Result: Accurate change in retention, renewal, upsell, churn or lifetime value.
6. Scale: How the successful approach was documented or expanded.

Do not invent results or disclose confidential customer data.

Vacancy Verification

Vacancy Verification

Vacancy verification: AfriJobSpace reviewed this vacancy against M-KOPA’s official recruitment listing on 12 September 2026. The Senior CRM Manager – Lifecycle & Retention position remained publicly listed for applications.

The role is full-time and fully remote within UTC−1 to UTC+3 time zones. The recruitment platform may display Nairobi as its location label, but the vacancy description defines eligibility by time zone. No salary or application deadline was specified.

Job Search Safety

M-KOPA applicants should not pay an application, interview, equipment or placement fee. Do not disclose account passwords, PINs or one-time security codes during recruitment.

How to Apply

Interested and qualified candidates should submit their application through M-KOPA’s official recruitment platform using the Apply for Job button on this page. Applicants should ensure that their CV clearly demonstrates experience building CRM systems, automated customer journeys, behavioural segmentation, structured experimentation and measurable retention or revenue outcomes. No application deadline was specified.