At a Glance
- Tasks: Design and scale CRM systems to drive customer retention and upsell across Africa.
- Company: Join M-KOPA, a leading FinTech transforming lives through financial inclusion.
- Benefits: Enjoy remote work, professional development, and family-friendly policies.
- Other info: Be part of a diverse team committed to creating measurable change across Africa.
- Why this job: Make a real impact on millions while advancing your career in a fast-growing company.
- Qualifications: 6+ years in CRM with MVNO experience preferred; hands-on with tools like Braze or CleverTap.
The predicted salary is between 60000 - 80000 £ per year.
Join our expanding Product Growth team! We're actively recruiting another Senior CRM Manager from an MVNO background 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.
The Impact
You'll design the retention and up-sell infrastructure that drives measurable customer lifetime value and revenue growth whilst creating financial inclusion for Africa's traditionally excluded. We've already helped over 7 million customers access over $2 billion in credit. It's your chance to be part of something that's literally transforming lives across an entire continent.
The Opportunity
- Build CRM from the ground up: Design and scale lifecycle programmes across 5 African markets (Kenya, Nigeria, Uganda, Ghana, South Africa) - 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 LTV growth, retention rates, and upsell revenue - not just email metrics.
- Go hands-on daily: Build automated journeys, design experiments, analyse results, and scale what works - this isn't a strategy-only role.
- 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 4 consecutive years (2022-2025).
What You'll Do
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.
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.
Your Environment
Tech Stack: CleverTap, Braze, MoEngage, or similar. Analytics: Mixpanel, Amplitude, Looker. Channels: WhatsApp, SMS, push, in-app messaging, telesales.
What You Need
- 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: We're particularly interested in candidates with MVNO experience - if you've worked in mobile network operations where prepaid customers, daily top-ups, and churn prevention are core to the business model, we want to hear from you.
- 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.
Location & Benefits
Fully remote role within UTC -1 to UTC +3 time zones. Work with diverse teams across UK, Europe, and Africa. Professional development programs and coaching partnerships. Family-friendly policies and flexible working arrangements. Well-being support and career growth opportunities.
Our Mission
We create financial inclusion for the traditionally excluded through a fair, flexible, customer-centric financing model. We strive to drive greater inclusion of women, youth, and low-income communities.
Our Impact
- Connected: 2.5 million first-time mobile internet users connected.
- Prosperous: 62% of customers use M-KOPA smartphones for income generation, with 35,000+ livelihoods created for agents.
- Green: 2.1 million tonnes of CO₂ avoided through clean energy products, with over 127,700 circular economy products provided.
Ready to build growth systems that create real-world financial inclusion while advancing your career in fintech? Why M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026) and by TIME100 Most influential companies in the world 2023 and 2024, we've served over 7 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply. M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for recruitment fees, processing fees, interview fees, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process. Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date. If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include criminal records, identification verification, academic qualifications, employment dates and employer references.
Senior CRM Manager - MVNO in Belfast employer: M-KOPA Kenya Limited
M-KOPA is an exceptional employer that champions professional growth and inclusivity, offering a fully remote role within UTC -1 to UTC +3 time zones. With a strong focus on employee well-being, family-friendly policies, and diverse development programmes, we empower our team members to take ownership of their careers while making a tangible impact on financial inclusion across Africa. Join us in a dynamic work culture that values innovation and collaboration, as we strive to transform lives and create lasting change.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CRM Manager - MVNO in Belfast
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at M-KOPA or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills! If you've got experience with CRM systems like CleverTap or Braze, don’t just mention it—demonstrate it. Create a mini-project or case study that showcases your ability to build automated customer journeys and drive retention.
✨Tip Number 3
Be proactive! Don’t wait for job postings to apply. Use our website to express your interest in roles that fit your skills. Even if there’s no current opening, showing initiative can make you stand out when a position does come up.
✨Tip Number 4
Prepare for hands-on discussions! Since this role is all about execution, be ready to talk about specific projects where you’ve designed and scaled lifecycle programmes. Bring data to back up your success stories—numbers speak volumes!
We think you need these skills to ace Senior CRM Manager - MVNO in Belfast
Some tips for your application 🫡
Show Your Passion for FinTech:When writing your application, let your enthusiasm for the FinTech industry shine through. We want to see how your experience aligns with our mission of creating financial inclusion across Africa. Share specific examples of how you've made an impact in previous roles!
Highlight Your Hands-On Experience:Make sure to emphasise your hands-on experience with CRM systems. We’re looking for someone who’s not just familiar with the tools but has actively built and scaled programmes. Share details about the platforms you’ve used and the results you’ve achieved!
Be Data-Driven:We love numbers! In your application, include metrics that showcase your success in retention, upsell rates, and customer lifetime value. This will help us see how you think in terms of business outcomes rather than just engagement metrics.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at M-KOPA Kenya Limited
✨Know Your CRM Inside Out
Make sure you’re well-versed in the CRM platforms mentioned in the job description, like CleverTap and Braze. Be ready to discuss your hands-on experience with these tools, including specific examples of how you've built automated customer journeys or scaled programmes.
✨Showcase Your MVNO Experience
Since they’re looking for someone with an MVNO background, prepare to highlight your relevant experience in mobile network operations. Discuss how you’ve tackled challenges related to prepaid customers, daily top-ups, and churn prevention, and how that knowledge can benefit their growth strategy.
✨Demonstrate Data-Driven Decision Making
Be prepared to talk about how you’ve used data to drive retention and upsell strategies. Share specific metrics like LTV growth and retention rates, and explain how you’ve run experiments with clear hypotheses and measurable outcomes to optimise customer journeys.
✨Understand Their Mission and Impact
Familiarise yourself with M-KOPA’s mission of financial inclusion and their impact across Africa. During the interview, express your enthusiasm for being part of a company that transforms lives and how your skills can contribute to their goals in creating financial opportunities for traditionally excluded communities.
