Senior CRM Specialist - Recovery
The mission:
We are looking for someone who will produce a significant uplift in Baubap's collections metrics through lifecycle management.
Recovery here starts earlier than most people expect. It begins at the customer's very first disbursed loan - when they still pay on time - and it ends with a dormant or churned customer who left without paying. Everything in between (the reminder, the due date, the first day late, the negotiation, the recovery of an old balance) is one continuous experience, and this role owns the communication layer across all of it.
The person in this role makes that experience cohesive: communication that mirrors the product experience. They use behavioral psychology and channel logic to shape the customer's payment decision, and to pull that decision as early as possible.
This is not a "send the campaign" role. It is the role that decides who we talk to, with what message, through which channel, at what moment, and then proves, with data, what that decision was worth to the business.
