Senior CRM Manager – Lifecycle & Retention
Organisation
M-KOPA
Location
London / Hybrid (East Africa focus)
Eligibility
6+ years in CRM, lifecycle marketing or retention in fintech, mobile money or consumer subscriptions. Proven track record driving reactivation, upsell and loyalty at scale. Strong SQL and segmentation skills. Experience with Salesforce, Braze or similar. Leadership experience preferred. Knowledge of East African markets a plus.
Lead lifecycle and retention strategy at M-KOPA — one of Africa's fastest-growing fintechs, serving 3 million+ customers across Kenya, Uganda and Nigeria.
M-KOPA is one of the fastest-growing fintechs in Africa. Since 2011 it has connected over 3 million customers in Kenya, Uganda and Nigeria to life-enhancing products including solar home systems, smartphones, electric motorbikes and digital loans — all on an affordable pay-as-you-go model. Backed by top-tier investors and scaling rapidly, M-KOPA is building the digital financial platform for underbanked consumers across the continent. Your mission: own the CRM, lifecycle and retention strategy across M-KOPA's multi-product portfolio. You will design and execute data-driven campaigns that deepen customer engagement, reduce churn and increase lifetime value at scale. Responsibilities: develop the end-to-end customer lifecycle strategy from onboarding through advocacy; build and optimise retention campaigns across SMS, USSD, push, email and in-app channels; lead customer segmentation and predictive churn modelling; own CRM platform selection, implementation and optimisation; collaborate with Product, Data and Country teams to localise campaigns; manage a growing CRM team and agency partners; report on retention, reactivation and upsell metrics to the VP Growth. Success looks like: 10%+ improvement in 90-day retention within 6 months; 25%+ uplift in cross-sell revenue from existing customers; automated lifecycle journeys live across all 3 markets; data-driven segmentation model reducing campaign costs by 20%. Interview process: Recruiter screen (30 mins) → Case study presentation with the VP Growth (1 hour) → Leadership interview with the CMO (1 hour) → Final conversation with the CEO / Founder. Benefits: Competitive salary and bonus, stock options, flexible hybrid working, 25 days annual leave, comprehensive health cover, pension scheme, annual learning budget, and the chance to shape financial inclusion for millions of households across Africa.