Customer Relationship Management Manager at FairMoney

FairMoney is on a mission to build the leading mobile bank for emerging markets. We launched with a digital microcredit app on Android and are now expanding into offering current accounts, savings, and debit cards. Our reach is growing across Western Africa and South-East Asia, driven by the goal to make financial services accessible to all.

Location: Lagos
Employment Type: Full-time

About the Role

We are looking for a Customer Relationship Management Manager to lead our CRM strategies and strengthen customer engagement. This is a key role in supporting the growth of a dynamic digital bank, focused on building lasting customer relationships through personalized, data-driven experiences. We are seeking someone who understands CRM systems, customer behavior, and the unique needs of the African fintech market.

Key Responsibilities

CRM Strategy Development

• Design and implement comprehensive CRM strategies to boost customer acquisition, retention, and loyalty.
• Create personalized customer journeys based on behavioral and demographic insights to increase engagement and conversions.

Campaign Management

• Plan, execute, and optimize multi-channel CRM campaigns including email, SMS, push notifications, and in-app messaging.
• Use A/B testing and data analysis to continuously improve campaign performance and return on investment.

Customer Segmentation and Personalization

• Analyze customer data to create meaningful segments based on transaction history, preferences, and lifecycle stages.
• Deliver highly personalized content and offers to improve customer satisfaction and reduce churn.

CRM Platform Management

• Manage the implementation and maintenance of CRM platforms such as Customer.io, Salesforce, or HubSpot.
• Ensure CRM systems are fully integrated with banking platforms like core banking systems and mobile apps for a seamless customer view.

Data Analysis and Reporting

• Track and report key CRM metrics including customer retention rates, Net Promoter Score, customer lifetime value, and churn rates.
• Provide insights to senior management to help shape product development and marketing initiatives.

Compliance and Data Privacy

• Ensure all CRM activities comply with local data protection laws.
• Uphold the highest standards in customer data security and privacy.

Cross-Functional Collaboration

• Work closely with marketing, product, and technology teams to align CRM initiatives with overall business goals.
• Collaborate with customer support teams to address customer pain points and improve service delivery.

Market Insights and Localization

• Stay updated on local market trends, customer behavior, and competitor activities.
• Adapt CRM strategies to fit linguistic, cultural, and economic nuances across the markets we serve.

Benefits

• Private Health Insurance
• Pension Plan
• Opportunities for Training and Development
• Hybrid Work Model
• Paid Time Off

Application Closing Date

Not Specified

Recruitment Process

• Screening interview with a Senior Recruiter (30 minutes)
• Technical Assessment
• Technical Interview with the Head of Growth (45 to 60 minutes)