Job Title: Senior CRM Manager – Lifecycle & Retention
Organisation: M-KOPA
Duty Station: Kampala, Uganda
About Organisation:
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech 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 “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
Job Summary: Join our expanding Product Growth team! We’re actively recruiting another Senior CRM Manager from MVNO, super-app, mobile gaming, or high-frequency subscription backgrounds as we continue to scale our growing FinTech division at M-KOPA. You’ll build and scale the growth systems that drive retention, upsell, and customer lifetime value for millions across Africa.
Key Duties and Responsibilities:
- You’ll own CRM strategy and execution end-to-end. Build automated customer journeys in CleverTap/Braze, run experiments on messaging and timing, analyse retention cohorts, and scale successful programmes across markets.
- Partner with Product, Commercial, and Operations teams to turn customer behaviour into growth opportunities.
Your Core Responsibilities:
- 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 growth initiatives across 5 African markets
Qualifications, Skills and Experience:
- 6+ years building and scaling CRM or lifecycle marketing – ideally in businesses where daily or weekly customer engagement drives retention and revenue.
- Relevant backgrounds we’re interested in: MVNO experience, super-apps with daily engagement models, mobile gaming with daily retention mechanics, prepaid subscription services, or B2C fintech/subscription businesses where high-frequency engagement drives the model.
- You’ve built CRM systems, not just optimised them – whether migrating platforms (Mailchimp Braze), designing journey architecture from scratch, or scaling programmes across markets.
- You’re hands-on in CRM platforms daily – personally building journeys in tools like Braze, CleverTap, MoEngage, Customer.io, or Iterable.
- You think in business outcomes – your achievements mention LTV growth, retention revenue, upsell rates, renewal improvements – not just open rates or engagement metrics.
- You run rigorous experiments – designing tests with clear hypotheses, control groups, and measurable success criteria.
Your Environment
Tech Stack: CleverTap, Braze, MoEngage, or similar
Analytics: Mixpanel, Amplitude, Looker
- Channels: WhatsApp, SMS, push, in-app messaging, telesales
How to Apply:
All suitably qualified and Interested applicants should apply online at the link below.
NB: Only shortlisted candidates will be contacted.
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: bachelor degree
Work Hours: 8
Experience in Months: no experience