Senior CRM Manager - Lifecycle & Retention

Join our expanding Product Growth team! We're actively recruiting a Senior CRM Manager as we continue to scale at M-KOPA. You'll build and scale the lifecycle systems that drive retention, upsell, and customer lifetime value for millions of everyday earners across Africa.

The Impact 💚

You'll design the retention and upsell infrastructure that turns first-time customers into long-term, high-value ones, driving measurable CLV growth while creating financial inclusion for Africa's traditionally excluded. We've already helped over 10 million customers access over $2 billion in credit. It's your chance to be part of something that's transforming lives across an entire continent 🌍

The Opportunity

🏗️ Build lifecycle CRM from the ground up: design and scale retention, repayment, and upsell programmes across 4 African markets (Kenya, Nigeria, Uganda, Ghana), working with proprietary data from millions of customers and a unique distribution model (30,000+ field agents + 300 telesales)

💰 Own retention and upsell outcomes: your success is measured in CLV growth, retention and renewal rates, repayment behaviour, and upsell revenue

🎲 Bring fresh thinking: we want someone who pushes lifecycle beyond the standard playbook, gamification, loyalty mechanics, streaks, rewards, and other creative growth levers that make repayment and engagement genuinely enjoyable, not just another push notification

🎯 Nice to have, not required: we're curious whether you've also touched performance or paid marketing. We don't run that as part of Growth today, but understanding how it connects to retention is something we're actively thinking about, and your perspective could help shape where we take it

🚀 Go hands-on daily: build automated journeys, design experiments, analyse results, and scale what works

🏆 Global recognition: join a company named by TIME 100 as one of the world's most influential and by the Financial Times as Africa's fastest-growing for 5 c