CRM & Lifecycle Communications Specialist at Mukuru

• The Opportunity
• We’re looking for a CRM & Lifecycle Communications Specialist to bring our customer engagement strategy to life across Mukuru’s fintech ecosystem — from remittances and lite banking to insurance, loans, and value-added services.
• You’ll be the bridge between product engineering and marketing, designing communications that reach the right customer, at the right time, with the right message. This role blends data, creativity, and tech, and is perfect for someone who thrives in crafting seamless, personalized journeys that drive loyalty and growth.

What You’ll Do

1. Design & Deliver Impactful CRM Journeys

• Build automated, multi-channel campaigns (SMS, WhatsApp, voice, email, in-app) that guide customers through every stage of the journey — from onboarding to retention and win-back.
• Translate business goals into communications that drive awareness, engagement, and conversion.
• Own the CRM roadmap and continuously optimize campaigns based on performance data.

2. Collaborate Across Teams

• Partner with Product, Engineering, and Marketing teams to integrate lifecycle messaging directly into product experiences.
• Ensure smooth data flow between platforms (CRM, app, transaction systems) for precise targeting.
• Act as the connector between teams — balancing technical feasibility, creative storytelling, and business impact.

3. Leverage Data & Insights

• Use segmentation, behavioural analytics, and A/B testing to personalize messages and increase relevance.
• Track KPIs such as onboarding completion, retention, churn, and customer lifetime value — then use insights to fine-tune campaigns.

4. Ensure Governance & Compliance

• Manage opt-in/opt-out processes and uphold compliance with POPIA, GDPR, and financial regulations.
• Protect customer data while delivering meaningful communications.

5. Champion Customer Experience

• Keep the customer at the heart of every message — clear, human, and culturally relevant.
• Partner with localization teams to tailor content for multiple markets across Africa.
• Stay on top of trends in lifecycle engagement and push the boundaries of what’s possible.

What You’ll Bring

Essential:

• 5+ years in CRM, lifecycle marketing, or product communications (preferably in fintech, telco, or digital services).
• Strong hands-on experience with CRM/marketing automation platforms (e.g., Braze, CleverTap, Salesforce, HubSpot).
• Proven success in building customer journeys across multi-channel environments.
• Analytical mindset — skilled in data segmentation, testing, and campaign analytics.
• Experience collaborating with engineering teams to bring comms to life within products.

Nice to Have:

• Experience in African fintech markets or with diverse, multilingual customer bases.
• Understanding of data privacy (POPIA/GDPR) and regulated environments.
• Familiarity with SQL, APIs, or data visualization tools.
• Interest in behavioural design and customer psychology.

You’ll Thrive Here If You Are:

• A creative thinker with a strategic, data-informed mindset.
• A natural collaborator who can translate between marketing and tech.
• Customer-obsessed — always seeking to enhance the customer journey.
• Organized and agile, able to juggle multiple priorities in a fast-moving environment.