Repeat Lending Manager, CRM, Retention Lead

Company: Plamigo Position: Repeat Lending Manager, CRM, Retention Lead

Analysis of the database and repeat applications: working with RFM, cohorts, and segmentation by days without a loan, number of closed loans, products, and available amounts; Analysis of the customer journey: loan closure → repeat application → approval → disbursement; Identifying areas where we lose customers and money, and comparing periods correctly, considering the database composition and segment sizes; Improving the transition from the first loan to the second, retaining existing clients, and reactivating the old base; Developing rules for personalized offers: promo codes, products, amounts, communication timing; Assessing changes before launch: reach, customer conditions, impact on disbursement and profitability; Verifying hypotheses with A/B tests and separating additional results from disbursements that would have occurred without intervention; Setting up segments, triggers, and sequences via Email, Web/Mobile Push, SMS, WhatsApp, and contact center, including triggers by funnel stages; Managing frequency and priorities, excluding pool overlaps and message duplicates; Monitoring deliverability, channel quality, and communication costs; Assigning tasks to analysts, CRM executors, and the contact center, coordinating changes with product and risk departments; Monitoring launch and results: scaling effective solutions, changing or stopping ineffective ones; Calculating database potential and plan execution scenarios: closure, repeat application, repeat disbursement, average check; Formulating target indicators by segments and briefly explaining to the business what has changed, why, and what the next steps are.

Practical experience in CRM, retention, or lifecycle marketing; experience in lending, microfinance organizations (MFOs), or fintech will be an advantage; Experience working with BI and spreadsheets (Metabase, Google Sheets); Understanding of segmentation, cohort analysis, funnels, experiments, and the economics of personalized offers; Understanding of MFO customer pools: primary (registration or login to the personal account without an application), secondary (loan closed, new application not submitted), and additional segments (incomplete application, credit history rejection, unsigned agreement, repeat approval, inactive clients); Practical experience working with SMS, Web/Mobile Push, Email, and WhatsApp Business Platform/API; knowledge of SendPulse, Gravitec, OneSignal, Firebase Cloud Messaging services; Experience setting up triggers by funnel stages: phone verification, application form, address, bank account, loan application submission; Understanding of email deliverability: SPF, DKIM, DMARC, domain and IP reputation, warm-up, spam complaints, bounce rate; Ability to build channel cascades and exclusion rules: no pool overlaps, no duplicates, with automatic exclusion after application submission; Ability to assess the growth of disbursements along with profitability, communication costs, and credit risk; Autonomy: identifying a problem and proposing a reasoned solution, not waiting for detailed instructions for every step;

Work format: fully remote, from anywhere in the world Salary: $2000-$3000

Fully remote work from anywhere in the world; Stable schedule: Mon–Fri, 14:00–23:00 Kyiv time; Opportunities for professional development; Work with an international direction and valuable practical experience; Supportive and friendly team that is always ready to help.