Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Build and scale the lifecycle systems that drive retention, upsell, and customer lifetime value for millions of everyday earners across Africa. Design the retention and upsell infrastructure that turns first-time customers into long-term, high-value ones, driving measurable CLV growth while creating financial inclusion for Africa's traditionally excluded.

Responsibilities

• Design and scale retention, repayment, and upsell programmes across 4 African markets (Kenya, Nigeria, Uganda, Ghana).
• Own retention and upsell outcomes, measured in CLV growth, retention and renewal rates, repayment behaviour, and upsell revenue.
• Bring fresh thinking to lifecycle marketing, including gamification, loyalty mechanics, streaks, rewards, and other creative growth levers.
• Build automated journeys, design experiments, analyze results, and scale what works.
• Own lifecycle CRM strategy and execution end to end.
• Build automated customer journeys in CleverTap, run experiments on messaging and timing, analyze retention and repayment cohorts, and scale successful programmes across markets.
• Partner with Product, Commercial, and Operations teams to turn customer behaviour into retention and growth opportunities.
• 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 to higher-value bundles 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 retention initiatives across 4 African markets.

Requirements

• 6+ years building and scaling CRM or lifecycle marketing, ideally in businesses where daily or weekly customer engagement drives retention and revenue.
• Experience building CRM systems, not just optimizing them, whether migrating platforms, designing journey architecture from scratch, or scaling programmes across markets.
• Hands-on experience in CRM platforms daily, personally building journeys in tools like Braze, CleverTap, MoEngage, Customer.io, or Iterable.
• Ability to think in business outcomes, with achievements that mention LTV growth, retention revenue, upsell rates, and renewal improvements.
• Experience running rigorous experiments, designing tests with clear hypotheses, control groups, and measurable success criteria.
• Experience introducing gamification, loyalty programmes, streaks, badges, or other non-obvious engagement mechanics into a retention strategy.
• Relevant backgrounds include: MVNO experience, super-apps with daily engagement models, mobile gaming with daily retention mechanics, prepaid subscription services, or B2C fintech/subscription businesses where high-frequency engagement drives the model.
• Exposure to performance or paid marketing (paid social, paid search, app install campaigns) is a bonus.
• M-KOPA undertakes pre-employment background checks including criminal records, identification verification, academic qualifications, employment dates and employer references.

Skills

• CRM
• Lifecycle Marketing
• CleverTap
• Braze
• MoEngage
• Customer.io
• Iterable
• WhatsApp
• SMS
• Push Notifications
• In-app messaging
• Experiment Design
• A/B Testing
• Data Analysis
• Gamification
• Loyalty Programmes
• Performance Marketing
• Paid Marketing
• Paid Social
• Paid Search
• App Install Campaigns

Location

• Remote (UTC -1 to UTC +3 time zones)

Work Type

• Fully remote
• Flexible working arrangements

Experience Level

• Senior

Benefits

• Professional development programmes
• Coaching partnerships
• Family-friendly policies
• Flexible working arrangements
• Well-being support
• Career growth opportunities

About the Company

• M-KOPA creates financial inclusion for the traditionally excluded through a fair, flexible, customer-centric financing model.
• Strives to drive greater inclusion of women, youth, and low-income communities.
• Technology has created measurable change: Connected 2.5 million first-time smartphone users; 70% of customers use M-KOPA products for income generation, with 35,000+ livelihoods created for agents; 2.1 million tonnes of CO₂ avoided through clean energy products, with over 127,700 circular economy products provided.
• Empowers employees to own their careers through diverse development programs, coaching partnerships, and on-the-job training.
• Supports individual journeys with family-friendly policies, prioritizes well-being, and embraces flexibility.
• Recognized by TIME 100 as one of the world's most influential companies.
• Recognized by Financial Times as Africa's fastest-growing company for 5 consecutive years (2022-2026).
• Named on CNBC's World’s Top Fintech Companies 2025 & 2026.
• Served over 10 million customers, unlocking $2 billion in cumulative credit.
• Financed over 10,000 e-bikes in Kenya.

Equal Opportunity

• 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.
• 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.