Senior CRM Manager - Conversion & Lifecycle at M-KOPA in Nairobi

Join our expanding Product Growth team! We’re actively recruiting a Senior CRM Manager as we continue to scale at M-KOPA. Most senior growth hires get one channel and one pod for years. This role is built differently: you’ll own two of our core growth pods in your first year, then land where you’ve had the most impact. It’s a fast track to pod leadership, not a support seat.

The Impact 💚

You’ll drive the conversion growth that turns customers into long-term, high-value ones, creating financial inclusion for Africa’s traditionally excluded. We’ve already helped over 10 million customers access over $2 billion in credit 🌍

The Opportunity

🏗️ Real ownership from day one. You'll be the one accountable for delivery in Repeat Phones, not shadowing or supporting someone else's plan.

🎒 Two growth motions, one year. You'll take on Digital Lending mid-way through, working directly with one of our strongest performers to understand cash loans end to end, then carry that pod solo for a defined stretch. Few people get this breadth this early.

🧭 A defined path, not indefinite floating. You'll build real expertise in our two conversion pods first, then move into Lifecycle in the second half of next year, reporting to the Lifecycle CRM Lead once you're there. The destination is set. What you bring to it is up to you. 🌍 Work inside a proven CLV engine. M-KOPA has helped more than 10 million customers access over $2 billion in credit. You'll be executing inside systems that already work, not guessing at what might.

What You'll Do

Phase 1: Repeat Phones. Take ownership of reactivation and upgrade campaigns in CleverTap, working closely with the Growth Lead there to understand what's driving the pod's numbers and where the next opportunity is. You'll be trusted to make real calls here, not just execute a checklist.

Phase 2: Cross into Digital Lending. Work directly with the Digital Lending lead, one of our top performers, to understand cash loan growth end to end before taking it on yourself.

Phase 3: Own Digital Lending. Carry primary responsibility for Digital Lending for a defined period, with the Repeat Phones lead available if you need a second opinion.

Phase 4: Move into Lifecycle. In the second half of next year, join the Lifecycle pod full-time, reporting to the Lifecycle CRM Lead. You'll bring a year of hands-on conversion experience into a pod that's still being built, real currency for shaping what Lifecycle does next. Throughout all phases, you will:

• Build and run multi-channel campaigns (SMS, WhatsApp, push, in-app) in CleverTap against pod goals

• Track funnel performance and flag drop-off points to the pod lead you're supporting

• Run structured experiments (creative, audience, incentive, or timing) with clear hypotheses

• Turn what works into documented playbooks the next person can pick up

• Keep data quality and campaign tracking clean enough that leadership can trust the numbers

Key Metrics You'll Influence

Repeat Phones: Reactivation rate, upgrade conversion %, unit economics per sale

Digital Lending: Approval → disbursement rate, digital loan volume, approval quality

Campaign ROI and payback period across both

Your Environment

💼 Tech Stack: CleverTap (primary), Looker Channels: WhatsApp, SMS, push, in-app messaging

Markets: Kenya, Nigeria, Uganda, Ghana

What You Need

• 5+ years in growth, performance, or lifecycle marketing, ideally in fintech, telco, or e-commerce, with real ownership over what a campaign or a pod achieved, not just involvement in it.

• Judgment as much as skill. You can walk into a pod, understand what's working and why, and make calls on where to push, not just follow a brief.

• Genuine appetite for pod leadership. This is a deliberate path toward owning a pod outright, and the breadth here is designed to get you there faster than a single-channel role would.

• Hands-on fluency in CRM platforms like CleverTap, Braze, or similar, and comfortable reading a funnel or cohort without translation.

• Energized, not unsettled, by ambiguity. You'll work across two pods and land in a third decision point by mid-year. If that sounds like an opportunity rather than a risk, you'll thrive here.

• Strong enough presence to build trust quickly with senior leads across two different pods.

Location & Benefits

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

• 🤝 Work with diverse teams across UK, Europe, and Africa

• 📚 Professional development programmes 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 💚

Our technology has created measurable change:

• Connected 📱: 2.5 million first-time smartphone users connected

• Prosperous 💰: 70% of customers use M-KOPA products 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

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. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.

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.