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17 Feb 2022

Full-Time Head of Lifecyle Management

Sheila Cape Town

Job Description

Yoco is on a mission to help the businesses of tomorrow get started, and get paid – be a part of the team that changes financial services in Africa.Curious.

Data-driven. Purposeful. Sound like you? It sounds a lot like us too.

We are a fast-growing African technology company made up of over 350 team members globally. All with a bias for boldness, and a passion for simple, progressive solutions.

Founded in 2015, Yoco is now the payments provider for over 200 000 business owners and processes over $2bn annually.


Key Responsibilities:

To develop and implement our customer lifecycle management strategy, improving customer engagement to drive retention.
Work closely with teams to design and execute multi-channel engagement campaigns across Yoco’s mobile app, SMS, USSD, voice, and
WhatsApp channelising and run A/B tests to measure and improve effectiveness.
Work with the Product and Engineering development team to improve how we engage with and retain customers.
Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology and communicate the impact of solving for these gaps.
Work with the Product and Technology teams as a stakeholder to build and improve the tools Yoco uses to effectively manage and improve customer lifecycle/customer lifetime value.
Develop data-driven proposals for actions to improve retention and identify opportunities for growth.
Define the priority KPIs for customer lifecycle performance and implement regular reporting on these KPIs.
Own and build out Yoco’s hardware replacement & upgrade strategy and related processes.


Key requirements to perform responsibilities:

5+ years experience in customer lifecycle in Customer Success/Operations, with a preference for experience with multi-channel approaches in emerging markets
Have experience across the entire customer lifecycle process including defining customer segments, implementing customer engagement tools, refining content/messaging, and analysing campaign results
You are excited to get your hands dirty and build Yoco customer lifecycle management function “from the ground up”. You are comfortable playing both strategic and operational roles
Obsessed with customers and understanding their needs and behaviours
Have strong analytical capabilities and make sound data-driven decisions
Results-focused and a self-starter with excellent decision-making and problem-solving skills
Have excellent stakeholder management skills to coordinate across internal teams, particularly managing senior stakeholders
An effective collaborator
Love inspiring individuals to get the best out of them
Highly motivated and have a strong sense of ownership


The Yoco formula is a validated approach to work and a set of behaviours that create maximum value for our customers and help us grow.

Core Values – Our way of working to create value & grow

Stay Connected
Make Space to Explore
Keep it Simple
Master your Craft
Leadership Principles – How we show up, engage & treat each other

Get to know each other personally
Say what you think and challenge me directly
Be courageous and focus forward
Don’t let ego get in the way

To support this, we have built a role-based organisation where every individual is given the space to focus and develop their innate strengths. Everyone at Yoco has the opportunity to lead a project and become a specialist, enabling flexibility, collaboration and accountability at all levels.

You will be working with a diverse, motivated and skilled team who will continuously stretch you as an individual. To learn more about our culture, go to our #YocoLife page or subscribe to our Exposure Gallery

Join us on a meaningful journey at Yoco, and help enable our merchants to thrive through Open Commerce!

How to Apply

Check out this job from Yoco

Job Categories: WordPress. Job Types: Full-Time. Job Tags: Head of Lifecyle Management and management.

Job expires in 82 years.

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