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.
• This role sits at the intersection of product, technology, data, and marketing. You’ll help shape and deliver lifecycle communications that reach the right customer, at the right time, with the right message — driving adoption, loyalty, and long-term value.
• It’s a great opportunity for someone who enjoys both hands-on delivery and strategic thinking, and who wants to play a key role in evolving how Mukuru engages customers at scale.

What You’ll Do

Design & Deliver Impactful CRM Journeys

• Build and optimise automated, multi-channel lifecycle campaigns (SMS, WhatsApp, voice, email, in-app) across onboarding, engagement, retention, and win-back.
• Translate business and product objectives into clear, effective customer communications.
• Contribute to the CRM roadmap and continuously improve journeys based on performance insights.

Collaborate Across Teams

• Partner with Product, Engineering, Data, and Marketing teams to embed lifecycle messaging directly into customer experiences.
• Support seamless data flow between platforms (CRM, apps, transactional systems) to enable accurate targeting and personalisation.
• Act as a connector between teams — balancing technical constraints, creative execution, and customer impact.

Leverage Data & Insight

• Use segmentation, behavioural analytics, and experimentation (A/B testing) to improve relevance and engagement.
• Track and interpret key lifecycle metrics such as onboarding completion, retention, churn, and customer lifetime value.
• Apply insights to refine journeys and inform future engagement strategies.

Governance & Compliance

• Manage opt-in and opt-out processes in line with regulatory requirements.
• Ensure lifecycle communications comply with POPIA, GDPR, and financial services regulations.
• Treat customer data with care, integrity, and respect.

Champion Customer Experience

• Keep the customer at the heart of every message — clear, human, and culturally relevant.
• Work with localisation teams to adapt communications across multiple African markets.
• Stay current with trends in CRM, lifecycle engagement, and behavioural design.

What You’ll Bring

Essential:

• 5+ years’ experience in CRM, lifecycle marketing, customer engagement, or product communications.
• Hands-on experience with CRM or marketing automation platforms (e.g. Salesforce, Braze, CleverTap, HubSpot).
• Proven ability to design and deliver multi-channel customer journeys.
• Strong analytical mindset with experience in segmentation, testing, and campaign performance analysis.
• Experience working with engineering or product teams in digital environments.

Nice to Have:

• Experience in fintech, financial services, telco, or other regulated industries.
• Exposure to African or multilingual customer markets.
• Understanding of data privacy and consent management.
• Familiarity with SQL, APIs, data visualisation tools, or behavioural science principles.

You’ll Thrive Here If You

• Enjoy combining strategy, insight, and execution.
• Are comfortable collaborating across disciplines and influencing outcomes.
• Are customer-obsessed and commercially aware.
• Thrive in fast-moving, evolving environments.