Product Owner - CRM

At Mukuru, CRM is not just a communication tool — it is the backbone of how we engage, retain and grow our customer base across multiple markets, languages and products.

We are looking for a strategic, data-driven Product Owner to lead the evolution of our CRM ecosystem. This role sits at the intersection of marketing, customer experience, product and technology — ensuring that our CRM capabilities drive meaningful engagement, operational efficiency and measurable business value.

If you are passionate about customer journeys, automation, segmentation and scalable systems, this is your opportunity to shape the future of customer engagement at one of Africa’s fastest-growing FinTech companies.

As Product Owner for CRM, you will define the vision, roadmap and delivery strategy for Mukuru’s CRM toolset. You will ensure that our CRM platform enables personalised, compliant and high-performing communication across channels and geographies.

You will collaborate with marketing, product, business, support and engineering teams to deliver solutions that are stable, scalable and customer centric.

• Define and drive the CRM product vision aligned to Mukuru’s strategic objectives

• Translate business goals into a prioritised, outcome-driven product roadmap

• Ensure CRM capabilities support acquisition, retention and cross-sell strategies

• Own and prioritise the CRM backlog based on business impact and ROI

• Ensure user stories and acceptance criteria are clear and delivery-ready

• Balance innovation with operational stability and performance

• Work closely with marketing, CX, product and support teams to understand business requirements

• Align CRM capabilities with broader channel and product strategies

• Manage dependencies and remove delivery impediments

• Lead agile ceremonies including sprint planning, refinement and retrospectives

• Work with engineering to understand velocity and team capacity

• Drive execution discipline and accountability

• Leverage analytics to monitor CRM performance and campaign effectiveness

• Optimise segmentation, automation workflows and customer journeys

• Ensure CRM architecture supports integration, scalability and flexibility

• Use data-driven insights to refine communication strategies

• Manage relationships with CRM technology providers

• Stay informed on CRM trends, automation advancements and industry best practices

• Ensure best-in-class implementation and optimisation of tools

• 5+ years as a Product Owner, Product Manager, or Business Analyst

• Hands-on experience with CRM platforms and marketing automation tools

• Experience within FinTech or regulated environments

• Experience working in Agile/Scrum environments

• Strong understanding of CRM architecture, integrations and automation

• Data-driven mindset with experience in segmentation and reporting tools

• Understanding of customer lifecycle management and engagement strategies

• Knowledge of the African FinTech landscape and its complexities

• Strong analytical and problem-solving capability

• Ability to influence and engage senior stakeholders

• Clear communicator who bridges business and technical teams

• Strategic thinker with strong delivery execution

• Commercially aware and outcome-focused

• Grade 12 (Essential)

• Relevant tertiary qualification (Essential)

• Product Owner / Business Analysis qualification (Advantageous)

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

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