Who are we?

PRA Group is a world-leading company that buys overdue consumer receivables from banks and credit market companies. We have been represented in Norway since 1996. Today we belong to the PRA Group and are present in 14 countries in Europe and the USA, a European headquarters in Oslo, with close to 5,000 employees worldwide.

In our business, we use data and analyses to find solutions towards loan settlements that are adapted to each individual financial conditions and guide business decisions for our customers. PRA Group is an integral part of the financial receivable's life cycle.

The CRM Manager Position

In this new role, you will work with CRM activities, KPIs development & monitoring and campaigns management. You will have a holistic understanding of all outbound and inbound communication with our customers, through the different channels such as emails, letters, web, ads, phone, SMS and chat. You will collaborate closely with our Digital Manager on campaigns to be run, seasonal offers, and which customers to send them to. This will lead to assess Next Best Actions and reinforce the develop of our Customers Journey.

As the CRM Manager, you will also be working closely with our Strategy Analysts to monitor performance of our Collection and build KPIs related to origination. You will master the reporting of the CRM KPIs from a Nordic perspective, by mean of clear definitions, alignments or automation. The performances related to Collection from the CRM perspective will be clarified and presented by you to Senior Management.

This is a new position, and we need your help to set our CRM strategy to optimize Collection. You will form the strategy around the interaction with our customers, monitor the performance of our activities and challenge their outcome with A/B tests, seeking better results.

More specific tasks include:

• Monitor all means of contact and their efficiency in reaching out to the targeted customers by supervising the appropriate CRM KPIs and reports.

• Optimize the existing set-up in collecting cash to improve ROI cross channels.
• Support with the design of campaigns and their execution.
• List Management strategy optimization in collaboration with the Process Specialists.
• Build the customer journey in accordance with Business needs and constraints.
• Emphasize synergies across countries with best practice sharing, alignment and automation, whilst respecting local specificities.
• Keep track of all activities and communicate to management with clear executive summaries.

The team

You will be part of Nordic Analytics & Operational Strategy (aka. NAOS) in Oslo. The Team consists of 8 people present in Oslo, Stockholm and Helsinki, although it receives support from the rest of the European entities, especially in strong collaboration with the UK. This international environment brings high value to personal development and career opportunities. Our team is responsible for finding the optimal way of driving cash collection, in the best respect of our customers’ needs and integrity.

We are driving processes covering the whole lifespan of the defaulted loans, including digital onboarding, online payment plans, phone calls, and legal procedures. We also support the Valuation team with insights in order to assess the contents and potentials of any new portfolio we wish to acquire. Finally, we run analyses to understand historical recoveries by segments to improve our ways of working, monitor performance, budget future results and to build our strategy accordingly.

Who are we looking for?

For this role, we attach a strong importance to your business interest and personal qualities. The ideal candidate should have professional experience within the fields of CRM or Strategy, Project Management and technical skills. We are also looking for someone who will fit in well within the team, sharing ideas and offering help when needed. We believe it is important that you are self-driven and take initiatives to challenge the existing processes to succeed in this role.

These are some of the things that we are looking for:

• Academic degree in Business Management, Analytics or Economics
• Experience in campaign design & implementation
• Experience with Impact Analysis and ROI leading to Strategy changes
• Coding skills in SQL and Database architecture
• Capable of taking lead and drive projects
• Appreciated XP within Jira
• Solid know-how in Excel
• Knowledge from setting-up A/B tests
• Data Sourcing & Mapping
• Good presentation skills
• Fluent in English and proficient in Norwegian, spoken and written
• Structured, attentive to quality and timely deliveries

We are committed to helping our employees reach their highest potential by offering competitive reward packages, work-life balance flexibility, and growth opportunities to support long careers within our organization. The collective sum of our employees’ individual differences, life experiences, self-expression, and unique capabilities represents a significant part of our culture and achievement. As we look to the future, we continue our commitment to fostering, cultivating, and preserving a culture of diversity and inclusion where you are free to be yourself and be your best.

Next step

We want to make it as easy as possible for you to learn more about the position and PRA Group Europe. Our recruitment partner, Ann Hege Frøseth in AvantGarde Search, has more information she will happily share. Ann Hege can be reached on +47 416 78 789 / ann.hege@avantgardesearch.no. Alternatively, please feel free to apply now by just uploading your CV.

It is important for PRA Group Europe and AvantGarde Search that all candidates are treated with the utmost respect. We will come back to you on your application within a short space of time and all candidates will receive individual feedback in relation to their relevance for the position.

We hope to hear from you and welcome to PRA Group Europe!