CRM & Lifecycle Communications Specialist

About Mukuru

We’re a fast-moving, purpose-driven FinTech company on a mission to make financial services accessible to everyone across Africa. We believe in meaningful human connections powered by smart, data-driven technology. Our culture is bold, collaborative, and built on innovation — perfect for people who love to create, experiment, and make an impact that matters.

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

• 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.
• 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.
• 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.
• 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.
• 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.

Essential

Nice To Have

You’ll Thrive Here If You Are

Should you be appointed in a remote / work-from-home role at Mukuru, ensure you have uninterrupted internet connectivity and a suitable work environment to deliver your best performance.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB : ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS

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