Campaign Delivery Manager: Marketing Prosper
Headquartered in San Francisco, CA, Prosper is the first Peer-to-Peer lending marketplace. At Prosper, we're changing the world of banking, one peer-to-peer loan at a time. Peer-to-peer lending is still a nascent industry, but Prosper has already changed the way tens of thousands of people access credit and invest their money. With over $699 million in loans funded and over 2 million members, Prosper has created the world's largest peer-to-peer lending marketplace.
Overall Job Purpose
In support of scaling monthly originations to $200mm, on-boarding co-brand partners and launching new acquisition channels, the Campaign Delivery Manager, Marketing will ensure that marketing campaigns are deployed in a compliant manner with technology functioning as designed and collateral delivered as intended. This role will include responsibility for the quality of the borrower onboarding experience (accuracy of disclosures, availability of systems/staff and campaign sign-off), appropriate level of job knowledge and training of the call center staff, audit sampling across the borrower experience and reporting on marketing & service delivery to management.
Analytics: Create metrics for, influence and track marketing campaign accuracy. Modify/design existing QA processes in the Acquisition & Customer Service call center and partner with Verification on same to drive measurable improvement in CSAT/Net-promoter metrics.
Execution: Develop, maintain & Report on Marketing Campaign sign-off checklists prior to deployment. Conduct post-mortem evaluation of campaign delivery to facilitate improvements in efficiency, CSAT and the borrower experience. Evaluate borrower life-cycle experience, develop and implement operational improvements and report impact to management team.
Customer Advocate: Marketing liason for borrower escalations including BBB, attorney general, senior management and other escalations related to the borrower acquisition experience. Assist with remediation efforts needed to resolve issues arising out of technology releases, system constraints, organizational errors and other unplanned circumstances.
Training: Coordinate across the organization to ensure that the marketing team has the training and resources needed to excel. Work cross-functionally to provide appropriate training for call center and other impacted staff as new campaigns/partners/channels/technology is launched.
? 5+ years of related acquisition experience (Quality assurance, training, compliance, testing, banking, financial services ) in print and online channels
? Critical thinking, strong attention to detail, organizational skills and ability to influence action in the absence of a direct reporting relationship and see projects through to implementation
? Strong entrepreneurial skills - ability to handle varied responsibilities and drive success with limited resources in a matrixed organization
? Self-starter with the ability to work cross-functionally to develop and implement new policies and procedures
? Acute attention to detail
? Committed to providing exceptional service to borrowers in a professional, compliant manner via delivery of consistent Quality levels across organizational touchpoints
? Strong written and verbal communicator with the ability to clearly convey thoughts and opinions in a variety of forums including presentations to senior management, clients, vendors and colleagues
? Ability to work a primarily daytime but flexible schedule that may include 25% travel
? Demonstrated ability to multi-task and flexibility to change priorities in a dynamic , deadline-driven environment.
? Must be able to work with confidential information & pass appropriate pre-employment screening
? Bachelor's degree preferred
||111 Sutter Street |
San Francisco, CA 94104