CRM Manager

Summary

Join FairMoney, a leading mobile banking institution, as their CRM Manager and spearhead customer relationship management strategies. Design and implement a comprehensive CRM strategy to boost customer acquisition, retention, and loyalty. Plan, execute, and optimize multi-channel CRM campaigns across various platforms. Utilize data analytics to segment customers and deliver personalized content. Oversee CRM platform management, integration, and maintenance. Monitor key CRM metrics and provide actionable insights to senior management. Ensure compliance with data protection regulations and collaborate effectively with cross-functional teams. Adapt CRM strategies to reflect the unique dynamics of African markets.

Requirements

• Experience: Minimum 5 years in CRM, digital marketing, or customer success roles, preferably in fintech, banking, or e-commerce
• Education: Bachelor’s degree in Marketing, Business, Data Science, or a related field
• Proficiency in CRM platforms (e.g., Customer.io, Salesforce, HubSpot, Zoho, or similar)
• Strong knowledge of analytics tools (e.g., Google Analytics, Tableau, or Power BI)
• Experience with marketing automation tools and customer data platforms
• Excellent communication and interpersonal skills to collaborate across teams and markets
• Strong analytical mindset with a focus on data-driven decision-making
• Ability to work in a fast-paced, remote-first environment with cultural sensitivity
• Customer-Centric Mindset: Passion for delivering exceptional customer experiences
• Cultural Adaptability: Ability to tailor strategies to diverse African markets
• Problem-Solving: Proactive in identifying and addressing customer pain points
• Project Management: Proven ability to manage multiple campaigns and priorities effectively

Responsibilities

• Design and implement a comprehensive CRM strategy to enhance customer acquisition, retention, and loyalty
• Develop personalized customer journeys based on behavioural and demographic data to drive engagement and conversions
• Plan, execute, and optimize multi-channel CRM campaigns (email, SMS, push notifications, in-app messaging) tailored to local market preferences and cultural nuances
• Leverage A/B testing and analytics to improve campaign performance and ROI
• Utilize data analytics to segment customers based on transaction history, preferences, and lifecycle stages
• Deliver hyper-personalized content and offers to enhance customer satisfaction and reduce churn
• Oversee the implementation, customization, and maintenance of CRM platforms (e.g., Customer.io, Salesforce, HubSpot, or similar)
• Integrate CRM systems with other bank platforms (e.g., core banking systems, mobile apps) to ensure a unified customer view
• Monitor and report on key CRM metrics (e.g., customer retention rate, NPS, CLV, churn rate)
• Provide actionable insights to senior management to inform product development and marketing strategies
• Ensure all CRM activities comply with local data protection regulations
• Safeguard customer data and maintain trust through transparent and ethical practices
• Work closely with marketing, product, and technology teams to align CRM initiatives with broader business objectives
• Partner with customer support to address pain points and improve customer satisfaction
• Stay informed about local market trends, customer behaviors, and competitive and scopes within an African context
• Adapt CRM strategies to reflect linguistic, cultural, and economic differences across the three markets

Preferred Qualifications

• A master’s degree or CRM certification (e.g., Salesforce, HubSpot) is a plus
• Prior experience working in African markets will be beneficial
• Background in fintech or digital banking, with knowledge of mobile-first customer engagement
• Familiarity with local payment systems (e.g., mobile money, USSD, or digital wallets)

Benefits

• Private Health Insurance
• Pension Plan
• Training & Development
• Hybrid work
• Paid Time Off