Digital Campaign Manager - Collections

As a Digital Campaign Manager - Collections at M-KOPA, your primary responsibilities include developing and executing targeted digital campaigns aimed at improving loan repayment rates, conducting A/B tests to optimize strategies, tracking and analyzing campaign performance metrics, and collaborating with various teams to enhance collection journeys. You will also manage customer segmentation strategies to identify at-risk customer segments using communications channels such as SMS and social media.

To qualify for the Digital Campaign Manager - Collections role at M-KOPA, you need at least 3 years of experience in digital campaign management, proficiency in collection management systems, and a solid understanding of customer segmentation strategies. Strong analytical skills, excellent communication abilities, and experience in A/B testing and campaign optimization techniques are also essential for success in this role.

M-KOPA supports its Digital Campaign Managers by fostering a low-ego environment that values diversity, innovation, and collaboration. You'll receive ongoing professional development through diverse programs and coaching partnerships. The company prioritizes well-being, embraces flexibility through a fully remote setup, and encourages you to take ownership of your career while working on impactful campaigns.

The work culture at M-KOPA is characterized by collaboration, psychological safety, and a discovery-first approach to problem-solving. As a Digital Campaign Manager - Collections, you will work in a culture that encourages sharing ideas, taking calculated risks, and prioritizing solutions that enhance customer experience while optimizing collection effectiveness.

Yes, the Digital Campaign Manager - Collections position at M-KOPA is fully remote, offering you the flexibility to work from anywhere while also requiring occasional travel across different markets. The role embraces a wide range of time zones, allowing you to connect and work effectively with diverse teams globally.

When answering this question, highlight a specific campaign where you effectively utilized data analysis and customer insights to drive results. Discuss the objectives, the strategies you implemented, any A/B testing you conducted, and illustrate the impact on conversion rates or repayment rates. This showcases your strategic thinking and analytical capabilities.

Explain your structured process for A/B testing, which could include defining clear objectives, determining variables to test, ensuring a suitable sample size, and analyzing the results to inform future campaigns. This highlights your data-driven mindset and commitment to optimizing strategies.

Discuss essential metrics such as repayment rates, customer engagement levels, and campaign click-through rates. Emphasize your ability to set KPIs that reflect both effectiveness and customer satisfaction, showing that you understand the balance between collection performance and maintaining positive customer relationships.

Explain your approach to customer segmentation, possibly mentioning demographics, payment history, and behavioral data. Highlight how segmentation allows you to tailor communication strategies, making them more relevant and effective in prompting repayments.

Express your strategy for aligning digital campaigns by collaborating with various teams, such as credit and product. Discuss how you incorporate feedback and business goals into your campaign planning process to ensure that everyone is on board with collection strategies.

Mention specific tools you’re experienced with, such as Google Analytics for performance tracking, email marketing platforms, or CRM systems for campaign management. Explain how utilizing the right tools enhances your ability to execute data-driven strategies and analyze results.

Discuss your strategies for fostering team camaraderie, such as regular check-ins, virtual brainstorming sessions, and recognizing individual contributions. Emphasize the importance of communication and team-building activities to maintain a positive work culture remotely.

Share a specific challenge, such as lower-than-expected repayment rates. Discuss the steps you took to analyze the issue, including customer feedback and data, and how you implemented changes that ultimately improved campaign effectiveness.

Explain the critical role that customer feedback plays in shaping your collection strategies. Mention how you actively gather feedback, analyze it, and use it to make informed decisions that enhance the customer experience while achieving collection objectives.

Express your method for prioritization, such as using a framework that evaluates impact versus effort. Discuss how you align projects with overall business goals ensuring that the most strategic initiatives receive the focus they deserve.