Customer Lifecycle Manager

At Mukuru, growth doesn’t happen by chance it’s designed.

We’re building a world-class digital lifecycle engine that turns first-time users into loyal customers. As a Customer Lifecycle Manager, you’ll own and optimise the full customer journey from onboarding to reactivation using data, automation, and smart experimentation.

If you’re passionate about growth, customer behaviour, and building systems that scale this role is for you.

Your Mission

To design, execute, and continuously optimise Mukuru’s digital customer lifecycle driving measurable improvements in activation, engagement, retention, and long-term customer value.

What You’ll Own

Lifecycle Execution & Growth

• Own end-to-end digital customer journeys across onboarding, activation, engagement, retention, and reactivation.
• Translate strategy into automated, event-driven journeys.
• Drive improvements in activation rates, repeat usage, and retention curves.
• Ensure lifecycle is product-led, not campaign-driven.

Experimentation & Optimisation

• Build a strong test-and-learn culture (A/B testing, experimentation cycles).
• Use data and behavioural insights to optimise journeys.
• Turn insights into actionable improvements that drive measurable results.

Moments That Matter

• Identify and operationalise key customer “moments” (e.g. sign-up, first transaction, inactivity).
• Deliver relevant, timely, and personalised communication.
• Align lifecycle nudges and incentives with customer behaviour.

Leadership & Delivery

• Lead and develop a high-performing team (CRM Coordinator & Journey Specialist).
• Set clear priorities, ensure quality execution, and maintain strong delivery discipline.
• Build lifecycle capability and maturity within the team.

Cross-Functional Collaboration

• Partner with Product, Engineering, BI, and Commercial teams.
• Align lifecycle initiatives with digital product roadmaps.
• Work in Agile environments to deliver scalable solutions.

What You Bring

• 5–8 years’ experience in lifecycle marketing, CRM, growth, or digital engagement
• Hands-on experience with CRM platforms (e.g. Braze, Salesforce Marketing Cloud, HubSpot, CleverTap)
• Strong understanding of segmentation, triggers, and funnel optimisation
• Experience working in Agile product environments
• Data-driven mindset with strong analytical capability
• Exposure to fintech, telco, or high-transaction digital environments (advantageous)

Key Competencies

• Growth & Lifecycle Thinking
• Data-Driven Decision Making
• Experimentation & Optimisation
• Stakeholder Management
• Team Leadership & Coaching
• Product & Customer-Centric Mindset

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