Our Company
Aura is a technology company that provides small, affordable loans to working families in America. We give our customers access to fairly priced credit and we help them build up their credit scores. We have raised over $100M to date from investors including First Mark Capital, Revolution Ventures and Coppel Capital. We have been named to the INC 5000 Fastest Growing Companies in America, American Banker’s 2019 Best Places to Work in Financial Technology and we are ranked #23 on the San Francisco Business Times’ Top 100 Fastest Growing Private Companies.
Our Values
We are a tight-knit team of highly talented, hardworking, and motivated people from a diverse set of backgrounds and industries, all tenaciously motivated by our mission. We value creativity, courage, and collaboration and we believe in letting the best and most creative ideas rise to the top. We are looking for outstanding people who want to work hard, have fun, and build a socially-minded, profitable, and enduring business in the process.
What we are looking for at Aura
The Role
As an Engagement and Retention Manager, you will develop a holistic strategy for the full lifecycle of customer touch points (including, but not limited to email, push notifications, SMS, direct mail, and in-app messages). This role will be responsible for defining the overall engagement and retention strategy, including lifecycle management, promotions, campaigns, creative and messaging to customers. This role is inherently cross-functional – you will work closely with product, marketing, design, operations, finance, and executive teams to bring ideas and products to market and grow the business. You will support efforts to strengthen our relationship with customers throughout their lifecycle – driving high-value behaviors, helping reduce churn, and increasing lifetime value – ultimately growing brand love.
A successful candidate will be able to blend creative exploration with data-driven analysis to implement programs that drive higher engagement and retention. He or she will also be highly analytical, able to work extremely efficient in a startup and entrepreneurial environment.
Responsibilities
- Define, pilot, and rapidly iterate customer onboarding, retention, and referral marketing campaigns: from strategy to creative concepting, execution, and reporting results
- Develop and execute strategies and programs to increase customer retention, usage, and advocacy.
- Develop insights that can deepen customer engagement based on a deep understanding of Aura customers, their demographics, usage and overall customer experience.
- Analyze the impact of email, push, SMS, direct mail and in-app notifications to report on the effectiveness of existing initiatives and identify new opportunities for growth
- Create and optimize other retention programs across multiple channels and touch-points, working closely with Sales, Product and Customer Support.
- Manage the creation and analysis of surveys, questionnaires and other tools to help measure changes in customer retention and satisfaction.
- Build advocate programs to identify loyal and happy customers to improve reviews and develop case studies.
- Develop and track customer retention-related goals and KPIs.
- Develop plans to improve customer renewal application conversion through improved communications and educational content
- Partner with internal and external leaders to deliver on cross-functional projects and product features to increase engagement and retention
- Investigate operational issues to ensure accuracy and error-free implementation of marketing campaigns
About You
- 2 years of engagement, retention, loyalty or acquisition marketing experience
- Experience in a mix of strategy and execution across multiple channels (e.g. SMS, print, display, email, social, etc.)
- You have considerable experience with SMS, push notification marketing and customer engagement/ retention, with a track record of delivering business value
- You are a self-starter who can identify problems and proactively implement strategies to address user needs
- You are highly organized and detail-oriented, able to manage multiple priorities
- You have an analytical background and are comfortable in a data-driven business environment
- You are positive and people-oriented, with an energetic attitude
Qualifications
- Bachelor’s degree or higher
- 3-6 years of experience in marketing, preferably to consumers or small businesses
- Knowledge of SQL
Compensation
- Compensation is competitive and will be based on prior work experience
- Aura Options
- 401(k)
- Complimentary snacks in the office
- Onsite gym
- Convenient location in Downtown San Francisco less than two blocks from BART
- We offer equity packages that allow you to have ownership in this growing company.
- Full medical, dental and vision coverage. Aura pays 100% for employee premiums and 50% dependent premiums for medical, dental and vision benefits.
- You can expect a collaborative environment, team building activities, dinners, and fun monthly gatherings, along with mentorship and career growth.
- Provide and compensate for advanced training (such as reforge)
- We believe in getting people to where they need to go. This value extends beyond our business principles into Aura’s internal career development philosophy. As such, you will work closely with a highly-experienced management team to mentor you and help you achieve your personal career goals.