Senior Customer Retention Data Analyst

Who we are: Mama Money is a growth stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances, at a socially fair price, to those that need it most.
Mama HQ is in beautiful Cape Town, South Africa. We are 131 people strong (and counting) from 19 countries across Africa, Asia, the UK, and Europe. Our culture is built around the well-being of our team members and making a difference in our communities. "Just be lekker!" personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly, without pedantic policies.
We've been around since 2015 and have earned a few accolades along the way, made some new friends, and expanded our reach. We've had some great times and some tough times but we continue to focus on helping people rather than maximizing profit.
As our Senior Customer Retention Data Analyst, your primary focus will be on driving customer retention by harnessing data insights to inform and optimise strategies. CRM tools will be instrumental in this process, serving as a means to collect and analyze data to improve customer retention and foster growth.

As our Senior Customer Retention Data Analyst you will:Data-Driven Retention Strategies: Develop and implement data-driven retention strategies by analysing customer behaviour, preferences, and trends. Use these insights to design targeted initiatives that drive engagement and loyalty.Advanced Data Analysis: Utilize advanced data analysis techniques to interpret complex customer data and generate actionable insights for retention strategies. Employ tools such as SQL and data visualisation platforms to enhance data analysis.CRM Optimization: Leverage CRM tools to extract and analyse customer data. Ensure the CRM system is configured to capture relevant data for informed decision-making.Segmentation and Personalization: Use data to segment customers and develop personalised communication plans and retention programs. Tailor strategies to specific customer segments based on their behaviour and preferences.Retention Programs: Design and manage data-driven loyalty and rewards programs that are grounded in customer insights and aimed at increasing retention and advocacy.Performance Metrics: Monitor and analyse retention performance metrics to measure the effectiveness of strategies and initiatives. Continuously optimise approaches based on data insights.Cross-functional Collaboration: Collaborate with the Head of Growth, marketing, and design teams to ensure that data-driven retention strategies are aligned with overall business goals and marketing campaigns.Reporting and Presentation: Generate comprehensive reports on retention metrics and customer insights. Present findings and recommendations to senior management, using data to support strategic decisions.Team Leadership: Guide and mentor the retention team in leveraging data for continuous improvement and innovation.In your first 90 days:Understand & analyse key growth metrics (metrics that matter & why they do) and understand the CRM architecture.Develop and implement quick-win initiatives to boost retention.Align retention strategies with growth goals in collaboration with the Head of Growth.Create personalised communication plans and loyalty programs.Identify and act on immediate growth opportunities from customer data.Present a roadmap for long-term retention strategies.About you:Bachelor's degree in Marketing, Business Administration, Data Science, or a related field.At least 7-10 years of experience in customer retention with a strong emphasis on data analysis and growth. Demonstrated success in utilising CRM tools and data to enhance retention strategies.Expertise in data analysis and interpretation with a focus on translating data into actionable retention strategies.Proficiency in using data analysis tools and techniques (e.g., SQL, data visualisation software).Strong ability to derive insights from complex datasets and communicate them effectively to stakeholders.Excellent analytical and problem-solving skills with a data-driven approach to decision-making.Ability to design and manage data-driven programs and initiatives.Outstanding communication and interpersonal skills for effective cross-functional collaboration.Proven project management skills with experience managing data-centric projects and initiatives.High integrity and ethical standards.Advanced proficiency in CRM software and data analysis tools (e.g., Excel, SQL).Knowledge of data visualisation tools and techniques for effective reporting and insight generation.Familiarity with digital marketing tools and platforms that support data-driven retention strategies.It would be a bonus if you have:Experience in the fintech industry, particularly in remittance and banking for the unbanked.You have worked with Braze CRM tool. Why Mama? At Mama Money, we're not just a company—we're a movement. Everything we do is driven by one purpose: to make life better for our customers and the communities we serve. Our customers are our heartbeat, and they inspire every step we take.
We're all about making it easy. No red tape, no hassle. Just simple, seamless experiences that put people first. Whether it's through clear, down-to-earth communication or groundbreaking solutions that push the boundaries, we're here to make things easier, faster, and better for you.
We believe in giving it a go—and then giving it another go if we have to! We're a team of doers, dreamers, and innovators who aren't afraid to break the mold. We take bold steps, experiment with fresh ideas, and never stop learning. We embrace challenges because we know they help us grow—both as a company and as individuals.
At Mama Money, we own it—and we mean it. We take responsibility for our actions, our results, and how we show up every day. No passing the buck here. We approach every challenge with grit, passion, and determination, making sure our work reflects the care and respect we have for our customers, our team, and our mission.
Here's the best part: Mama Money is a place that truly cares. We care about the trust our customers place in us. We care about our amazing team who bring their best every day. And we care about making an impact in the world, doing the right thing no matter what. We focus on what really matters—leaving behind the bureaucracy, ego, and noise that slow others down.
When you join Mama Money, you're not just joining a company—you're joining a community. We're a passionate, down-to-earth crew that works hard and celebrates wins (big and small) along the way. We take our work seriously, but we don't forget to have fun while we do it.
So, if you're ready to make a real difference, take on exciting challenges, and grow in a place where you're valued and supported, then Mama Money is the place for you. Let's make an impact—together.
Mama's values: 1. Making it easier for our customers
2. Give it a go
3. Just own it
NB: Applications only open to candidates in Cape Town, or candidates who are actively looking to relocate at their own expense.

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