Senior CRM Manager – Lifecycle, Retention

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

📋 Description

• Take ownership of the complete lifecycle CRM strategy and its execution.

• Develop and expand onboarding, retention, churn prevention, repayment, and upsell journeys through SMS, WhatsApp, push notifications, and in-app messaging.

• Create behavioral trigger-based upsell systems for premium bundles by analyzing payment behaviors and engagement signals.

• Construct automated customer journeys using CleverTap.

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

• Analyze retention and repayment cohorts.

• Monitor and optimize LTV, cohort retention, renewal rates, and upsell performance.

• Convert customer behavior and analytics into opportunities for retention and growth.

• Transform successful experiments into documented frameworks for execution across four African markets.

• Collaborate with Product, Commercial, and Operations teams.

• Scale successful programs across Kenya, Nigeria, Uganda, and Ghana.

⛳️ Requirements

• Over 6 years of experience in building and scaling CRM or lifecycle marketing.

• Background in businesses where daily or weekly customer engagement enhances retention and revenue.

• Proficiency in establishing CRM systems, migrating platforms, designing journey architectures from scratch, or scaling programs across multiple markets.

• Practical experience in creating journeys using Braze, CleverTap, MoEngage, Customer.io, Iterable, or comparable CRM platforms.

• Proven track record of demonstrating LTV growth, retention revenue, upsell rates, or renewal improvements.

• Experience in conducting rigorous experiments with well-defined hypotheses, control groups, and measurable success criteria.

• Familiarity with introducing gamification, loyalty programs, streaks, badges, or other engagement mechanics into retention strategies.

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

• Experience in or exposure to performance or paid marketing is a plus, but not mandatory.

• Ability to work within UTC -1 to UTC +3 time zones.

• Openness to undergoing pre-employment background checks.

🏝️ Benefits

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

• Access to professional development programs and coaching partnerships.

• Family-friendly policies and flexible working arrangements.

• Support for well-being and career growth opportunities.

• Diverse development programs.

• On-the-job training.

• Equal opportunity and affirmative action employer.

• Pre-employment background checks.