Senior Customer Retention Manager

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.
We are looking for a Senior CRM and Customer Retention Manager to drive customer loyalty and growth at Mama Money, a growth-stage fintech that helps migrant workers in South Africa send money home and have access to banking. As our Senior CRM and Customer Retention Manager, you will: Act as the central point for all customer lifecycle and retention-related mattersUnderstand clear requirements to enhance and expand CRM functionality. Collaborate closely with the engineering and product teams to drive technical enhancements in the CRM.Serve as the voice of the customer, representing both our customers and agents to enhance their experience.Develop and implement a growth-focused CRM strategy tailored to the unique needs of our customers.Design and implement customer segmentation, targeting, and positioning strategies that drive customer acquisition, retention, and growth.Collaborate closely with the Head of Growth and the growth team to align CRM initiatives with overall business and growth goals.Collaborate closely with the design team to brief them on campaign strategies and the creative support needed within the CRM.Analyse customer data to understand behaviour, preferences, and trendsDevelop and implement strategies to engage customers at different stages of their life cycle to maximise retention and growth.Implement personalised communication plans to enhance customer experience and loyalty, driving repeat usage and referrals.Design and manage loyalty programs that reward and incentivise behaviours that contribute to growth.Monitor the effectiveness of retention and growth initiatives, optimising them based on data insights.Develop strategies to reduce churn, increase customer lifetime value, and drive organic growth through customer advocacy.Utilise CRM software and tools to track and analyse customer interactions and data with a focus on growth metrics.Generate reports on CRM and retention performance metrics, providing actionable insights for growth.Present findings and recommendations to the Head of Growth and senior management.Lead and mentor the CRM project team, fostering a culture of continuous experimentation, improvement, innovation, and growth.Collaborate with cross-functional teams to ensure seamless execution of CRM and growth initiatives.Gather and analyse & implement customer feedback to identify areas for improvement that align with growth goals.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 CRM initiatives to boost retention.Align CRM 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 CRM and retention strategies.About you: Bachelor's degree in Marketing, Business Administration, or a related field.At least 7-10 years of experience in CRM, customer retention, or a related field with a focus on growth.Proven track record in developing and implementing successful CRM strategies and loyalty programs that drive growth.Experience in data analysis and using CRM tools and software (e.g, Braze, Salesforce, HubSpot, or similar).Strong analytical skills with the ability to interpret data and make data-driven decisions that support growth.Excellent communication and interpersonal skills.Ability to lead and motivate a team.Strong project management skills with the ability to manage multiple growth initiatives simultaneously.Creative thinking and problem-solving abilities with a growth mindset.High level of integrity and ethical standards.Proficiency in CRM software and tools.Knowledge of data analysis tools and techniques (e.g., Excel, SQL, or similar).Familiarity with digital marketing tools and platforms that support growth. 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 toolWhy Mama: At Mama Money, the customers & communities we serve are at the heart of all that we do.
We bring our authentic selves to work where we are free to express our diverse identities while staying true to what we believe in and how we feel. Part of that means being able to have difficult conversations when necessary but always remembering to do so with trust, respect, and a positive mindset. Being open to receiving feedback and understanding how this helps us evolve and grow is essential to succeeding in our environment.
We are responsible for ourselves, our behaviour, our delivery, and our output. Although we always aim to move things forward and get $hit done, we start small - taking it step by step and always looking for ways in which we can improve. We know from experience that when we work together towards a common goal, we can achieve anything.
Mama Money is a special place because we care. We care about our customers, we care about the people who work for us and we care about the impact our work has on the world. There are things that we don't care about too. Things like bureaucracy, discrimination, ego, titles, and silos. We're a friendly bunch who don't take ourselves too seriously but we do take our work, and our customers' hard-earned money, very seriously.
Mama's values: 1. Customer & Community
2. Authentic
3.Positive Mindset
4. Responsible
5. Togetherness
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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