Senior CRM Manager - Lifecycle & Retention in Belfast

Join our expanding Product Growth team! We are recruiting a Senior CRM Manager with experience in MVNO, super‑app, mobile gaming, or high‑frequency subscription backgrounds to build and scale growth systems that drive retention, upsell, and customer lifetime value for millions across Africa.

The Impact

You will design the retention and upsell infrastructure that drives measurable customer lifetime value and revenue growth while creating financial inclusion for Africa’s traditionally excluded customers.

Opportunity

• Build CRM from the ground up: Design and scale lifecycle programmes across five African markets – Kenya, Nigeria, Uganda, Ghana and South Africa – using proprietary data from millions of customers and a unique distribution network.
• Own retention and upsell outcomes: Success is measured by LTV growth, retention rates and upsell revenue.
• Go hands‑on daily: Build automated journeys, run experiments, analyse results and scale what works – not a strategy‑only role.
• Global recognition: The company has been recognized by Time 100 and the Financial Times for consecutive years (2022‑2025).

What You’ll Do

You will own CRM strategy and execution end‑to‑end, building automated customer journeys, running experiments, analysing retention cohorts and scaling successful programmes across markets.

Core Responsibilities

• Build and scale multi‑channel lifecycle programmes: onboarding, retention, churn prevention and upsell journeys across SMS, WhatsApp, push and in‑app messaging.
• Design behavioural trigger‑based upsell systems that move customers from entry products to higher‑value bundles based on payment behaviour and engagement signals.
• Run rigorous A/B experiments with clear hypotheses and statistical rigor and turn wins into repeatable playbooks.
• Own retention economics: track and optimise LTV, cohort retention, renewal rates and upsell performance, translating insights into action.
• Scale successful experiments across markets, documenting frameworks that enable teams to execute growth initiatives.

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 of building and scaling CRM or lifecycle marketing in environments with daily or weekly customer engagement.
• Experience in MVNO, super‑app, mobile gaming, prepaid subscription or B2C fintech/subscription businesses that rely on high‑frequency engagement.
• Hands‑on experience building journeys in platforms such as Braze, CleverTap, MoEngage, Customer.io or Iterable.
• Track record of business outcomes: LTV growth, retention revenue, upsell rates, renewal improvements.
• Strong experimental design skills with hypotheses, control groups and measurable success criteria.

Location & Benefits

• Fully remote within UTC‑1 to UTC+3 time zones.
• Collaborate with teams across UK, Europe and Africa.
• Professional development programs and coaching.
• Family‑friendly policies and flexible working arrangements.
• Well‑being support and career growth opportunities.

EEO Statement

M-KOPA is an equal‑opportunity employer. Women, minorities, and people with disabilities are strongly encouraged to apply. We prohibit forced or child labour and respect employees’ rights to voluntarily agree to terms. All employees must be of legal working age and local laws regarding youth employment apply. M-KOPA does not charge any recruitment or processing fees. Applications are reviewed on a rolling basis and may be closed early if a suitable candidate is selected. Background checks, including criminal records, identification verification, academic qualifications, employment dates and references, will be conducted for successful candidates.