CRM & Lifecycle Communications Specialist

Mukuru; Wes-Kaap; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A fast-paced FinTech company is seeking a CRM & Lifecycle Communications Specialist to enhance their customer engagement strategy. The role involves designing impactful CRM journeys, optimizing multi-channel campaigns, and collaborating with various teams. Ideal candidates have over 5 years of experience in customer engagement and hands-on experience with marketing automation platforms. This is a hybrid position based in Johannesburg or Cape Town, aimed at transforming customer interactions across various financial services.

Qualifications

• 5+ years’ experience in CRM, lifecycle marketing, customer engagement, or product communications.
• Hands-on experience with CRM or marketing automation platforms.
• Proven ability to design and deliver multi-channel customer journeys.

Responsibilities

• Design & deliver impactful CRM journeys.
• Build and optimize automated, multi-channel lifecycle campaigns.
• Translate business objectives into effective customer communications.

Skills

CRM experience

Lifecycle marketing

Customer engagement

Product communications

Analytical mindset

Tools

Salesforce

Braze

CleverTap

HubSpot

Job description

Location: Johannesburg or Cape Town (Hybrid / Remote where applicable)

About Mukuru

Mukuru is a fast-moving, purpose-driven FinTech on a mission to make financial services accessible to everyone across Africa. We believe in meaningful human connections, powered by smart, data-driven technology.

Our culture is bold, collaborative, and built on innovation — ideal for people who love to create, experiment, and make an impact that truly matters.

The Opportunity

We’re looking for a CRM & Lifecycle Communications Specialist to bring our customer engagement strategy to life across Mukuru’s fintech ecosystem — from remittances and lite banking to insurance, loans, and value-added services.

This role sits at the intersection of product, technology, data, and marketing. You’ll help shape and deliver lifecycle communications that reach the right customer, at the right time, with the right message — driving adoption, loyalty, and long-term value.

It’s a great opportunity for someone who enjoys both hands‑on delivery and strategic thinking, and who wants to play a key role in evolving how Mukuru engages customers at scale.

What You’ll Do

• Design & Deliver Impactful CRM Journeys
• Build and optimise automated, multi‑channel lifecycle campaigns (SMS, WhatsApp, voice, email, in‑app) across onboarding, engagement, retention, and win‑back.
• Translate business and product objectives into clear, effective customer communications.
• Contribute to the CRM roadmap and continuously improve journeys based on performance insights.
• Collaborate Across Teams: Partner with Product, Engineering, Data, and Marketing teams to embed lifecycle messaging directly into customer experiences.
• Support seamless data flow between platforms (CRM, apps, transactional systems) to enable accurate targeting and personalisation.
• Act as a connector between teams — balancing technical constraints, creative execution, and customer impact.
• Leverage Data & Insight: Use segmentation, behavioural analytics, and experimentation (A/B testing) to improve relevance and engagement.
• Track and interpret key lifecycle metrics such as onboarding completion, retention, churn, and customer lifetime value.
• Apply insights to refine journeys and inform future engagement strategies.
• Governance & Compliance: Manage opt‑in and opt‑out processes in line with regulatory requirements; ensure lifecycle communications comply with POPIA, GDPR, and financial services regulations; treat customer data with care, integrity, and respect.
• Champion Customer Experience: Keep the customer at the heart of every message — clear, human, and culturally relevant; work with localisation teams to adapt communications across multiple African markets; stay current with trends in CRM, lifecycle engagement, and behavioural design.

What You’ll Bring

• 5+ years’ experience in CRM, lifecycle marketing, customer engagement, or product communications.
• Hands‑on experience with CRM or marketing automation platforms (e.g. Salesforce, Braze, CleverTap, HubSpot).
• Proven ability to design and deliver multi‑channel customer journeys.
• Strong analytical mindset with experience in segmentation, testing, and campaign performance analysis.
• Experience working with engineering or product teams in digital environments.

Nice To Have

• Experience in fintech, financial services, telco, or other regulated industries.
• Exposure to African or multilingual customer markets.
• Understanding of data privacy and consent management.
• Familiarity with SQL, APIs, data visualisation tools, or behavioural science principles.

You’ll Thrive Here If You

• Enjoy combining strategy, insight, and execution.
• Are comfortable collaborating across disciplines and influencing outcomes.
• Are customer‑obsessed and commercially aware.
• Thrive in fast‑moving, evolving environments.

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