M-KOPA Customer Lifecycle Manager Jobs in Kenya

M-KOPA Customer Lifecycle Manager Jobs in Kenya

  • The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

    You can join our journey too

  • We’re looking for a Customer Lifecycle Manager to join our Commercial department. Our commercial team at M-KOPA support our underbanked customers to gain access to finance through assets and IoT technology. Your main objective will be to develop and implement our customer lifecycle management strategy, improving customer engagement to drive retention.

    To achieve this, you’ll be expected to:

  • Develop an in-depth understanding of M-KOPA’s customers (quantitative and qualitative) to define the customer segmentation that is most effective for customer retention.

  • Determine the lifecycle journeys and marketing strategies for each customer segment to improve engagement and retention.

  • Working closely with country teams, design and execute multi-channel engagement campaigns across M-KOPA’s mobile app, SMS, USSD, voice, and WhatsApp channels; design and run A/B tests to measure and improve campaign effectiveness.

  • Define the priority KPIs for customer lifecycle performance and implement regular reporting on these KPIs.

  • Develop data-driven proposals for actions to improve retention and identify opportunities for growth.

  • Collaborate with Credit and Customer Care teams to ensure a unified customer engagement approach across M-KOPA.

  • Engage with Marketing teams to define and improve campaign creative content and customer messaging.

  • Communicate with senior leadership to build support for new customer lifecycle initiatives and to report on the performance of existing campaigns / initiatives.

  • Work with M-KOPA’s software team as a stakeholder to build and improve the tools M-KOPA uses to effectively manage and improve customer lifecycle / customer lifetime value.

  • Work with M-KOPA’s Engineering and mobile app development team to improve how we use the M-KOPA app to engage with and retain customers.

  • Grow M-KOPA’s customer
    lifecycle management capabilities and resources by developing junior team members and, as is needed, hiring and developing new team members.

    You Might Be A Good Fit If You

  • Are passionate about our mission of making everyday essentials accessible to everyone.

  • Have 5+ years of experience in customer lifecycle, CRM, or marketing roles, with a preference for experiencewith multi-channel approaches (including mobile) in emerging markets.

  • Have experience across the entire customer lifecycle process including defining customer segments, implementing customer engagement tools, refining content / messaging, and analysing campaign results.

  • Are excited to get your hands dirty and build M-KOPA’s customer lifecycle management function “from the ground up”; you are comfortable playing both strategic and operational roles.

  • Are obsessed with customers and understanding their needs and behaviours.

  • Have strong analytical capabilities and make data-driven decisions well.

  • Are a results-focused and a self-starter, with excellent decision-making and problem-solving skills.

  • Have excellent stakeholder management skills to coordinate across internal teams, particularly managing senior stakeholders.

  • Are a collaborator and have low ego.

  • Love inspiring individuals to get the best out of them.

  • Are highly motivated and have a strong sense of ownership.

  • Are a visible, proactive, and personally involved leader with excellent organisational, influencing and communication skills both verbal and written.

  • Love fast-moving environments with frequent change and a sense of urgency to get the job done.

  • Have high integrity and openness, combined with a commitment to good governance.

  • Have a bachelor’s degree or equivalent, 5-10 years of related experience or training, or equivalent combination of education and experience.

    How to Apply

  • For more information and job application details, see; M-KOPA Customer Lifecycle Manager Jobs in Kenya ​

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