Description
The team is continuously searching for opportunities to improve the customer experience in consumer lending at Sber.
Responsibilities
- Developing a long-term customer-centric strategy for working with segments to maximize total customer income and grow customer loyalty (NPS) throughout the entire lifecycle.
- Launching advertising campaigns in collaboration with marketing.
- Developing a customer interaction strategy to manage the key stages of the customer lifecycle across various behavioral scenarios within the segment (customer journey).
- Formulating and testing hypotheses regarding product/service offerings to customers. Evaluating client hypotheses, forming a backlog of pilot sales campaigns, and organizing their launch.
- Analyzing customer behavioral patterns, uncovering insights and segment motivations, developing ideas to stimulate consumption and retain customers according to the segment's typical behavioral model.
- Developing and describing use-cases based on customer touchpoint events to send the most relevant offer in real-time (Contextual marketing).
- Generating necessary reporting on the dynamics of customer/segment metrics and analyzing the effectiveness of targeted campaigns. Adjusting campaign mechanics and customer paths to increase result effectiveness and achieve divisional goals.
- Monitoring and analyzing competitor products/terms.
Requirements
- Higher education.
- Minimum 2 years of experience as a CRM specialist (launching communications via SMS, push, banner, email channels) is mandatory.
- Experience in the retail lending financial sector is mandatory.
- Knowledge of credit products: targeted and non-targeted loans, auto loans, MFOs (Microfinance Organizations), financial marketplaces.
- Interest in fintech and knowledge of Sber's product line.
- Ability to work with metrics (CR, NPV, CLTV, uplift, AR, TU, CTR, CSI, NPS) and draw conclusions based on data.
- Ability to ask questions and think systematically.
- Knowledge of advertising law and ability to work within regulatory constraints.
Conditions
- Comfortable modern office near Kutuzovskaya metro station.
- Corporate gym and relaxation areas.
- Sber's unique training system for professional and career development.
- Adaptation program and manager support at the start.
- Extended voluntary health insurance (DMS) and preferential family insurance.
- Flexible mortgage discount equal to 1/3 of the Central Bank's key rate.
- Free SberPrime+ subscription, discounts on partner company products.
- Reward for recommending friends to the Sber team.
- Corporate pension program.
