Build the Engine Behind Customer Engagement 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. The Role 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, collaborating with marketing, product, business, support and engineering teams to deliver solutions that are stable, scalable and customer centric. CRM Strategy & Vision 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 Roadmap & Backlog Ownership 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 Cross‑Functional Collaboration 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 Agile Delivery Leadership Lead agile ceremonies including sprint planning, refinement and retrospectives Work with engineering to understand velocity and team capacity Drive execution discipline and accountability Data, Automation & Optimisation 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 Partner & Technology Management 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 What You Bring Experience 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 Knowledge 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 Skills 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 Qualifications Grade 12 (Essential) Relevant tertiary qualification (Essential) Product Owner / Business Analysis qualification (Advantageous) All staff appointments will be made with due consideration of the company’s diversity and inclusion plans. #J-18808-Ljbffr