M-KOPA is on a mission to make high-quality energy affordable to everyone. As a Senior CRM Manager, you will own the CRM strategy and execution end-to-end. Your primary objective will be to build automated customer journeys, run experiments on messaging and timing, analyze retention cohorts, and scale successful programs across multiple markets. You will partner closely with Product, Commercial, and Operations teams to turn customer behavior into growth opportunities.
Responsibilities
- Build and scale multi-channel lifecycle programs: Design onboarding, retention, churn prevention, and upsell journeys across SMS, WhatsApp, push, and in-app messaging.
- Design behavioral trigger-based upsell systems: Move customers from entry products (smartphones/e-bikes) to higher-value bundles (digital loans, insurance, device protection) based on payment behavior and engagement signals.
- Run rigorous experiments: A/B test messaging, timing, incentives, and offers with clear hypotheses and statistical rigor - then turn wins into repeatable playbooks.
- Own retention economics: Track and optimize LTV, cohort retention, renewal rates, and upsell performance - translating insights into action.
- Scale across markets: Turn successful experiments into documented frameworks that enable teams to execute growth initiatives across 5 African markets.
Technical Environment
- CRM Platforms: CleverTap, Braze, MoEngage, or similar.
- Analytics Tools: Mixpanel, Amplitude, Looker.
- Channels: WhatsApp, SMS, push, in-app messaging, and telesales.
Requirements
- Experience: 6+ years building and scaling CRM or lifecycle marketing, ideally in businesses where daily or weekly customer engagement drives retention and revenue.
- Background: Experience in MVNOs, super-apps with daily engagement models, mobile gaming with daily retention mechanics, prepaid subscription services, or B2C fintech/subscription businesses.
- Technical Expertise: Proven experience building CRM systems from scratch, migrating platforms (e.g., Mailchimp to Braze), or designing complex journey architectures.
- Hands-on Skills: Daily proficiency in CRM platforms like Braze, CleverTap, MoEngage, Customer.io, or Iterable.
- Analytical Mindset: A focus on business outcomes such as LTV growth, retention revenue, upsell rates, and renewal improvements.
- Testing Discipline: Experience running rigorous experiments with control groups and measurable success criteria.
- Education: BA/BSc/HND qualification.
How to Apply
Interested and qualified candidates should apply online through the M-KOPA Solar application portal hosted on Ashby. You can access the application page directly by clicking here.
