Senior CRM Specialist - Recovery

<h3><strong>The mission:</strong></h3> <p>We are looking for someone who will produce a <strong>significant uplift in Baubap's collections metrics through lifecycle management.</strong></p> <p>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 <strong>one continuous experience</strong>, and this role owns the communication layer across all of it.</p> <p>The person in this role makes that experience cohesive: communication that <strong>mirrors the product experience</strong>. They use <strong>behavioral psychology and channel logic</strong> to shape the customer's payment decision, and to pull that decision as early as possible.</p> <p>This is not a "send the campaign" role. It is the role that decides <strong>who</strong> we talk to, <strong>with what message</strong>, <strong>through which channel</strong>, <strong>at what moment,</strong> and then proves, with data, what that decision was worth to the business.</p> <p> </p> <h3><strong>The expected outcome:</strong></h3> <p><strong>Business analysis and communication strategy</strong></p> <ul> <li>Analyze business data to make relevant decisions and build a coherent communication strategy: the right user, the precise message, the opportune moment; to shape behavior and get the pending loan paid.</li> <li>Bring ambition for the metrics and a 360° business lens. Be able to run a cost-benefit analysis on every notch of the communication strategy you propose (contact cost, channel cost, fatigue cost, risk of the message, expected recovery).</li> <li>Own the analytical read of what is working and what is not, and kill what is not.</li> </ul> <p><strong>End-to-end design and execution</strong></p> <ul> <li>Design and implement the communication strategy from end to end: lifecycle experience design in <strong>Figma</strong>, <strong>copy</strong> development, execution in <strong>CRM</strong>, execution of contact methods <strong>outside</strong> the CRM (e.g. WhatsApp through the Meta API), communication through the <strong>landing page</strong>, <strong>customer support</strong> channels, <strong>AI agents</strong>, and any other channel that emerges.</li> <li>Build the channel logic for collections and defend it with results.</li> <li>Produce the communications for every product development coming out of the squad.</li> </ul> <p><strong>Measurement, rollout, and guardrails</strong></p> <ul> <li>Measure, with structure and clarity, the impact of the communication strategy on the business: <strong>default rate, loss rate, and recovery rate.</strong></li> <li><strong>Keep measurement discipline as the default.</strong> Every initiative starts with a dashboard, a metric baseline, an expected uplift calculation, a landed definition of success, and guardrails. No initiative launches without them.</li> <li><strong>Own the full rollout.</strong> Every initiative includes execution <em>and</em> follow-through: correct full rollout, plus attention to any incident or edge case that appears along the way.</li> <li><strong>Answer "how do we stop this from happening again?"</strong> When an error or an edge case appears, the corresponding guardrails get in