Senior CRM Manager – Lifecycle & Retention

This is a fully remote position, open to applicants in Kenya.

📋 Description

• Develop and expand a lifecycle CRM from inception across Kenya, Nigeria, Uganda, and Ghana.

• Create onboarding, retention, churn prevention, repayment, and upsell pathways utilizing SMS, WhatsApp, push notifications, and in-app messaging.

• Establish upsell systems based on behavioral triggers for premium bundles, which include digital loans, insurance, and device protection.

• Construct automated customer journeys within CleverTap.

• Conduct A/B testing on messaging, timing, incentives, and promotional offers.

• Examine retention and repayment cohorts for insights.

• Monitor and enhance LTV, cohort retention, renewal rates, repayment behavior, and upsell effectiveness.

• Transform successful trials into documented frameworks for implementation across four African markets.

• Collaborate with Product, Commercial, and Operations teams to pinpoint retention and growth prospects.

• Scale lifecycle programs utilizing a distribution network of over 30,000 field agents and 300 telesales personnel.

⛳️ Requirements

• A minimum of 6 years’ experience in building and scaling CRM or lifecycle marketing initiatives.

• Proven track record in businesses where daily or weekly customer interactions foster retention and revenue growth.

• Experience in developing CRM systems, migrating platforms, designing journey frameworks, or scaling initiatives across different markets.

• Hands-on experience in journey construction using Braze, CleverTap, MoEngage, Customer.io, Iterable, or comparable CRM platforms.

• Documented success in LTV growth, retention revenue, upsell rates, or improvement in renewal metrics.

• Proficient in designing rigorous experiments with defined hypotheses, control groups, and measurable success criteria.

• Experience in implementing gamification, loyalty programs, streaks, badges, or other engagement mechanics in retention strategies.

• Relevant experience in MVNOs, super-apps, mobile gaming, prepaid subscription services, or B2C fintech/subscription sectors.

• Familiarity with performance or paid marketing is a plus, but not essential.

• Must be able to work within UTC -1 to UTC +3 time zones.

• Candidates must pass pre-employment background screenings, including checks on criminal records, identification verification, academic credentials, employment history, and references.

🏝️ Benefits

• Fully remote position available within UTC -1 to UTC +3 time zones.

• Access to professional development programs and coaching partnerships.

• Family-friendly policies in place.

• Flexible work arrangements offered.

• Well-being support provided.

• Opportunities for career advancement.

• Diverse development initiatives available.

• On-the-job training is included.