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 of 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 Bristol 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 Bristol
✨Tip Number 1
Network like a pro! Reach out to folks 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, don’t just talk about it—demonstrate it. Create a portfolio or case studies showcasing your successful projects and how they drove retention and upsell.
✨Tip Number 3
Be proactive! Don’t wait for job postings to pop up. Send a message through our website expressing your interest in the Senior CRM Manager role. Let us know why you’re a perfect fit and how you can contribute to our mission.
✨Tip Number 4
Prepare for the hands-on stuff! Brush up on your skills with tools like CleverTap or Braze. Be ready to discuss how you would design automated customer journeys and run experiments to boost retention and upsell.
We think you need these skills to ace Senior CRM Manager - MVNO in Bristol
Some tips for your application 🫡
Show Your Passion for FinTech:When you're 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!
Tailor Your Experience:Make sure to customise your application to highlight your MVNO background and CRM expertise. We’re looking for candidates who can demonstrate their hands-on experience with CRM systems and how they’ve driven retention and upsell outcomes. Don’t just list your skills; show us how you’ve used them!
Be Data-Driven:Since we’re all about measurable outcomes, include metrics and results in your application. Talk about your achievements in terms of LTV growth, retention rates, and upsell revenue. We love numbers that tell a story, so make sure to back up your claims with data!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and it helps us keep track of your application. Plus, you’ll get to explore more about M-KOPA and what we stand for while you’re at it!
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 tools mentioned in the job description, like CleverTap and Braze. Be ready to discuss your hands-on experience with these platforms and how you've built customer journeys from scratch.
✨Showcase Your MVNO Experience
Highlight your background in mobile network operations, especially if you've worked with prepaid customers. Prepare examples of how you've tackled churn prevention and driven retention in similar environments.
✨Quantify Your Success
When discussing your achievements, focus on metrics that matter, like LTV growth and retention rates. Use specific numbers to illustrate your impact, as this will resonate with the interviewers looking for results-driven candidates.
✨Prepare for Rigorous Experimentation Questions
Expect questions about your approach to A/B testing and experimentation. Be ready to explain how you design tests, set hypotheses, and measure success, as this role requires a data-driven mindset.
