CRM & Lifecycle Communications Specialist

CRM & Lifecycle Communications Specialist

Location: Johannesburg or Cape Town (Hybrid / Remote where applicable)

About Mukuru

Mukuru is a fast-moving, purpose-driven Fin Tech 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 — ideal for people who love to create, experiment, and make an impact that truly 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.

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

1. Design & Deliver Impactful CRM Journeys

• Build and optimise automated, multi-channel lifecycle campaigns (SMS, Whats App, 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.

2. 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.

3. 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.

4. 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.

5. 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, Clever Tap, Hub Spot).
• 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.

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements.

Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

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