Customer Relationship Management (CRM) Manager at FairMoney

Job Overview

• The CRM Manager will spearhead customer relationship management strategies for a fast-growing digital bank. 
• This role is pivotal in driving customer engagement, retention, and lifetime value through personalized, data-driven campaigns and seamless customer experiences. 
• The ideal candidate will have a deep understanding of CRM systems, customer segmentation, and the unique dynamics of African markets, particularly in the fintech or banking sector.

Key Responsibilities

• CRM Strategy Development to Design and implement a comprehensive CRM strategy to enhance customer acquisition, retention, and loyalty. to Develop personalized customer journeys based on behavioural and demographic data to drive engagement and conversions.
• Campaign Management to Plan, execute, and optimize multi-channel CRM campaigns (email, SMS, push notifications, in-app messaging) tailored to local market preferences and cultural nuances. to Leverage A/B testing and analytics to improve campaign performance and ROI.
• Customer Segmentation & Personalization to Utilize data analytics to segment customers based on transaction history, preferences, and lifecycle stages. to Deliver hyper-personalized content and offers to enhance customer satisfaction and reduce churn.
• CRM Platform Management to Oversee the implementation, customization, and maintenance of CRM platforms (e.g., Customer.io, Salesforce, HubSpot, or similar). to Integrate CRM systems with other bank platforms (e.g., core  banking systems, mobile apps) to ensure a unified customer view.
• Data Analysis & Reporting to Monitor and report on key CRM metrics (e.g., customer retention rate, NPS, CLV, churn rate)to Provide actionable insights to senior management to inform product development and marketing strategies.
• Compliance & Data Privacy to Ensure all CRM activities comply with local data protection regulations to Safeguard customer data and maintain trust through transparent and ethical practices.
• Cross-Functional Collaboration to Work closely with marketing, product, and technology teams to align CRM initiatives with broader business objectives. to Partner with customer support to address pain points and improve customer satisfaction.
• Market Insights & Localization to Stay informed about local market trends, customer behaviors, and competitive and scopes within an African context. to adapt CRM strategies to reflect linguistic, cultural, and economic differences across the three markets.

Qualifications & Experience

• Experience: Minimum 5 years in CRM, digital marketing, or customer success roles, preferably in fintech, banking, or e-commerce.
• Education: Bachelor's degree in Marketing, Business, Data Science, or a related field. A master's degree or CRM certification (e.g., Salesforce, HubSpot) is a plus.

Technical Skills:

• Proficiency in CRM platforms (e.g., Customer.io, Salesforce, 
• HubSpot, Zoho, or similar).
• Strong knowledge of analytics tools (e.g., Google Analytics, Tableau, or Power BI).
• Experience with marketing automation tools and customer  data platforms.

Soft Skills:

• Excellent communication and interpersonal skills to collaborate across teams and markets.
• Strong analytical mindset with a focus on data-driven decision-making.
• Ability to work in a fast-paced, remote-first environment with cultural sensitivity.

Key Competencies:

• Customer-Centric Mindset: Passion for delivering exceptional customer experiences.
• Cultural Adaptability: Ability to tailor strategies to diverse African markets.
• Problem-Solving: Proactive in identifying and addressing customer pain points.
• Project Management: Proven ability to manage multiple campaigns and priorities effectively.

Preferred Experience

• Prior experience working in African markets will be beneficial.
• Background in fintech or digital banking, with knowledge of mobile-first customer engagement.
• Familiarity with local payment systems (e.g., mobile money, USSD, or digital wallets).