Careers at Mogo Finance

Key Responsibilities:

• Develop and manage the email and SMS marketing calendar, aligned with campaigns and product launches, promotions, segments and retention efforts.
• Build and maintain subscriber/contact lists, segment audiences by product (car loan vs tuk-tuk), customer lifecycle stage (prospect, applicant, existing customer, repeat customer), behaviour, demographics, channel preference and campaign objective.
• Develop, write, design (or coordinate with designers) and schedule email and SMS messages: promotional, lifecycle (nurture), win-back, retention, transactional and triggered messages.
• Set up and manage automation workflows (brochure nurturing, reminder flows, repayment reminder flows, loyalty flows) and integrate with CRM/marketing automation platform.
• Conduct A/B testing (subject lines, message content, send time, cohort segmentation, SMS copy) and analyze results to optimize performance and conversion.
• Monitor deliverability, open rates, click through, conversion, unsubscribe/churn rates, spam complaints and ensure best practices (compliance with Kenyan data protection laws, anti-spam regulations, subscriber opt-in/opt-out).
• Coordinate with Content Strategist, Videographer and Influencer Manager to source copy/assets and ensure email/SMS messaging is consistent with brand tone and campaign visuals.
• Provide regular reports on channel performance: list growth, segmentation performance, conversion to leads/applications, revenue attribution, cost per response, ROI.
• Recommend improvements: new segments, dynamic content, personalization (e.g., first-time car owners, upgrade tuk-tuk drivers), triggered behavior-based flows.
• Maintain data hygiene: suppression lists, inactive contacts, contact data quality and compliance with regulations (e.g., Kenya Data Protection Act).
• Stay current with direct marketing trends (personalization, mobile-first SMS strategies, rich SMS/MMS, cross-channel integration) and propose innovations.

What you will need:

Skills & Competencies:

• Bachelor’s degree in Marketing, Communications, Business or related discipline.
• 2-4 years’ experience in email/SMS marketing or direct marketing.
• Hands-on experience with marketing automation tools/platforms (e.g., Mailchimp, HubSpot, Salesforce Marketing Cloud, SMS platforms) and segmentation tools.
• Strong analytical skills: ability to interpret data, create reports and make optimization recommendations.
• Excellent copywriting/editing for short-form (SMS) and longer-form (email) content.
• Experience with A/B testing, campaign optimization, deliverability best practices.
• Familiarity with CRM data flows, integrations and lifecycle marketing.
• Good project management, coordination with multiple stakeholders, and ability to multi-task in a dynamic environment.

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Key Responsibilities:

Customer Interaction:

• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• Application Leads Generation: All inquiries received by the agent and the application details shared by the agent must be

Problem Resolution:

• Identify and assess customers' needs to achieve satisfaction.
• Troubleshoot and resolve customer issues accurately and efficiently.
• Take the extra mile to engage customers: Go beyond the basic requirements to make sure the customer has a positive experience, which could include personalized follow-ups, special offers, or simply making the interaction more pleasant.
• Identify and assess customers’ needs to achieve satisfaction: Listen to the customer’s concerns, ask probing questions, and determine the best solution to meet their needs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication: Engage with customers in a way that builds long-term relationships, ensuring they feel valued and understood.
• Escalate unresolved issues to the appropriate departments or management.

Product Knowledge:

• Develop a deep understanding of the company’s products and services.
• Stay updated with product changes and enhancements to provide accurate information.

Documentation and Reporting:

• Document all customer interactions, inquiries, and complaints in the CRM system.
• Prepare and maintain detailed records of customer interactions and transactions.
• Provide accurate, valid, and complete information by using the right methods/tools: Ensure that all information given to customers is correct and comprehensive, using the company's resources effectively.
• Provide feedback on the efficiency of the customer service process.

Team Collaboration:

• Collaborate with other team members to ensure consistent and high-quality customer service.
• Participate in team meetings, training sessions, and ongoing professional development.

Meet Set Targets

• Set to meet the targets and KPIs given either personal or team based.

What you will need:

Qualifications:

Education:

• High school diploma or equivalent; a college degree is preferred.

Experience:

• Previous customer service experience is preferred.

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The PR Manager at MOGO Kenya owns the reputation, external voice and media presence of the brand. This role will build the company’s visibility and credibility among stakeholders — including media, regulators, industry associations, customers, and the public — supporting our growth in vehicle logbook loans (car, boda, tuk-tuk). You will craft and manage strategic earned-media, thought leadership, crisis-communication, brand narrative and reputation programs in Kenya (and potentially regional East Africa).

Key Responsibilities:

• Develop and execute a comprehensive PR strategy that supports MOGO’s business objectives, brand values and communications calendar.
• Build and maintain strong relationships with media (print, broadcast, digital), influencers, industry analysts, regulators and relevant stakeholder groups.
•  Draft high-quality press releases, feature articles, media kits, executive correspondence, speeches, talking points and Q&As.
•  Organise and manage media events — press conferences, media tours, roundtables, stakeholder briefings, product launches, community outreaches — ensuring brand story is delivered effectively.
•  Monitor media coverage and sentiment, prepare insights/reports and advise senior management on reputation risks and opportunities.
•  Serve as key point of contact for press enquiries, media incidents, reputation issues and crisis communications; coordinate internal teams (Legal, Risk, Compliance) where required.
•  Work closely with Marketing and Communications teams to ensure alignment of PR with integrated campaigns, field activations, social media pushes and other stakeholder communications.
•  Develop and maintain the brand’s narrative, key messages and positioning across external communications.
•  Develop thought-leadership content for senior executives (op-eds, interviews, panel participation) to raise MOGO’s profile in the vehicle-finance, fintech and lending space in Kenya.
•  Manage PR budgets, vendor/agency relationships, contracts and ensure timely execution.
•  Provide regular reporting (monthly/quarterly) on PR outcomes: media reach, sentiment, share of voice, coverage quality, corporate reputation tracking, earned media value

What you will need:

Skills & Competencies:

• Bachelor’s degree in Communications, Public Relations, Journalism or related field.
• Minimum 5 years’ experience in PR, corporate communications – ideally with Kenya.
• Strong network of media, journalists and influencers in Kenya.
• Excellent writing, editing and verbal communication skills.
• Strong stakeholder management skills (internal: Marketing, Legal, Risk; external: media, regulators, industry forums).
• Ability to operate under pressure, manage crisis communications and rapidly respond to media enquiries.
• Analytical mindset to measure PR effectiveness, produce reports and provide recommendations.
•  Budget management and vendor/agency oversight experience.