Senior CRM Specialist – Recovery

About the role

We are looking for a Senior CRM Specialist to drive significant uplift in Baubap’s collections metrics through end‑to‑end lifecycle management, from the first loan disbursement to dormant customers.

Key responsibilities

• Design and execute a cohesive communication strategy across all collection touchpoints, deciding target users, messages, channels and timing.
• Analyse business data, run cost‑benefit analyses and continuously optimise the strategy based on performance metrics.
• Build and maintain channel logic, create lifecycle experience designs in Figma, develop copy, and implement campaigns in Braze and other channels such as WhatsApp, landing pages and AI agents.
• Measure impact on default, loss and recovery rates, create dashboards, set guardrails and ensure full rollout and incident handling.
• Collaborate cross‑functionally with product, engineering, CX and data teams, establishing SLAs and ensuring consistent customer messaging.

Required profile

• 5+ years experience in CRM, lifecycle communications or retention marketing, preferably in fintech or high‑growth B2C.
• Proven track record of owning communication programs that moved hard business metrics such as recovery or collections.
• Experience with collections, payments or repayment behavior is a strong plus.
• Bachelor’s degree in industrial engineering, economics, business administration, marketing or related field.
• Fluent in Spanish and English.

Required skills

• Braze (or equivalent engagement platform)
• Wolkvox
• Zapier / n8n
• HubSpot
• Zoho
• Claude and AI tooling for analysis, copy and workflow
• Dashboarding tools to build baselines and reads
• Figma for lifecycle experience design

What we offer

• Multicultural, highly driven team of professionals
• 20 vacation days per year plus 75% holiday bonus (Prima Vacacional)
• Proportional Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary