Senior Customer Retention Data Analyst

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. 

As our Senior Customer Retention Data Analyst Manager, your primary focus will be on driving customer retention by harnessing data insights to inform and optimise strategies. CRM tools will be instrumental in this process, serving as a means to collect and analyze data to improve customer retention and foster growth.

As our Senior Customer Retention Data Analyst Manager you will:

• Data-Driven Retention Strategies: Develop and implement data-driven retention strategies by analysing customer behaviour, preferences, and trends. Use these insights to design targeted initiatives that drive engagement and loyalty.
• Advanced Data Analysis: Utilize advanced data analysis techniques to interpret complex customer data and generate actionable insights for retention strategies. Employ tools such as SQL and data visualisation platforms to enhance data analysis.
• CRM Optimization: Leverage CRM tools to extract and analyse customer data. Ensure the CRM system is configured to capture relevant data for informed decision-making.
• Segmentation and Personalization: Use data to segment customers and develop personalised communication plans and retention programs. Tailor strategies to specific customer segments based on their behaviour and preferences.
• Retention Programs: Design and manage data-driven loyalty and rewards programs that are grounded in customer insights and aimed at increasing retention and advocacy.
• Performance Metrics: Monitor and analyse retention performance metrics to measure the effectiveness of strategies and initiatives. Continuously optimise approaches based on data insights.
• Cross-functional Collaboration: Collaborate with the Head of Growth, marketing, and design teams to ensure that data-driven retention strategies are aligned with overall business goals and marketing campaigns.
• Reporting and Presentation: Generate comprehensive reports on retention metrics and customer insights. Present findings and recommendations to senior management, using data to support strategic decisions.
• Team Leadership: Guide and mentor the retention team in leveraging data for continuous improvement and innovation.

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 initiatives to boost retention.
• Align retention 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 retention strategies.

About you:

• Bachelor’s degree in Marketing, Business Administration, Data Science, or a related field.
• At least 7-10 years of experience in customer retention with a strong emphasis on data analysis and growth. Demonstrated success in utilising CRM tools and data to enhance retention strategies.
• Expertise in data analysis and interpretation with a focus on translating data into actionable retention strategies.
• Proficiency in using data analysis tools and techniques (e.g., SQL, data visualisation software).
• Strong ability to derive insights from complex datasets and communicate them effectively to stakeholders.
• Excellent analytical and problem-solving skills with a data-driven approach to decision-making.
• Ability to design and manage data-driven programs and initiatives.
• Outstanding communication and interpersonal skills for effective cross-functional collaboration.
• Proven project management skills with experience managing data-centric projects and initiatives.
• High integrity and ethical standards.
• Advanced proficiency in CRM software and data analysis tools (e.g., Excel, SQL).
• Knowledge of data visualisation tools and techniques for effective reporting and insight generation.
• Familiarity with digital marketing tools and platforms that support data-driven retention strategies.

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 tool 

Why 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. Brave & Authentic

3. Positive Mindset 

4. Responsible Mindset

5. Togetherness 

NB: Applications only open to candidates in Cape Town, or candidates who are actively looking to relocate at their own expense.