CRM and Direct Marketing Manager
About Mukuru
Mukuru is a leading next-generation financial services platform, dedicated to providing innovative and accessible financial solutions across Africa and beyond. We empower millions by offering seamless money transfers, digital payments, and financial products tailored to their needs.
About the Role
Are you passionate about customer relationships and data-driven marketing? Do you thrive in a fast-paced environment where customer engagement and retention are key to success? If so, we have the perfect opportunity for you!We’re looking for a CRM & Direct Marketing Manager to take ownership of our customer engagement strategy. In this role, you will design, execute, and optimize campaigns that drive customer retention, loyalty, and lifetime value. You will leverage data insights to create targeted, personalized marketing initiatives across multiple channels, ensuring Mukuru remains top-of-mind for our customers.
Reporting to the HOD of Customer Experience, your key focus areas will include, but not limited to:
- Responsible for customer relations of direct marketing campaigns across all direct channels
- Sound knowledge of customers segmentation and how to apply this to a customer growth strategy
- Responsible to manage campaign performance, and advise business on performance and any refinement that need to be made
- Assigning customer target files to deals and creative together for personalised customer experience
- Design and implement quality assurance on all work
- Manage the customer direct marketing calendar to ensure good customer engagement and avoid opt outs
- Liaise with business stakeholders on upcoming brand campaigns and ensure that customer communication is plotted in the marketing calendar
- Responsible for the set up and reporting of customer surveys
- Report on campaign objectives laid out in the brief
- Guide business stakeholders on processes and best practices to understand customers behaviour and engagement through communication
- Define documentation and road maps for Direct business processes, A/B tests and promotions that succeed through direct communications.
- Managing trigger campaigns throughout the customer lifecycle to maximise sales.
- A/B Testing on various campaigns to establish the most effective way to drive customer conversion against the objective
- Ensuring campaigns comply with current best practice and legal compliance
- Identify target audience and opportunities to grow our direct marketing lists
Requirements:
- Degree or relevant marketing qualification
- Minimum of 5-8 years' experience in a CRM role
- Must have worked for an online transactional business, with a strong digital presence
- Experience working on or developing customer lifecycle programmes
- Experience with triggered communication and complex segmentation
- Experience with CRM tools and content management systems
- Advanced experience with MS Office tools and G-suite Google Docs
- Strong understanding of data management and governance
- Strong interpersonal skills and ability to work within cross-functional teams
- Extremely detail orientated, whilst being able to see the big picture and how pieces across the organisation fit together
- Must be agile and able to change direction quickly
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
