Digital Communications Manager

Minimum Requirements

• Relevant tertiary qualification in Digital Communications, Business Management, or a related field.
• Minimum 10 years' experience within a collections environment.
• At least 5 years' experience managing digital campaigns within collections, financial services, or a similar regulated industry.
• Proven experience managing SMS, email, and automated digital communication platforms.
• Strong understanding of campaign performance measurement, cost management, and ROI optimisation.
• Experience working with CRM systems and customer data segmentation.
• Advanced Microsoft Excel skills.
• Sound knowledge of applicable legislation and compliance requirements within the debt collections and financial services environment.

Key Responsibilities

Digital Collections Strategy & Cost Management

• Develop and implement digital communication strategies aligned to collections objectives and account lifecycles.
• Drive cost-effective campaign performance and optimise return on investment.
• Identify and prevent losses resulting from failed, undelivered, duplicated, or misdirected communications.
• Continuously evaluate and improve digital communication effectiveness.

Campaign Design, Execution & Monitoring

• Design, configure, execute, and monitor SMS, email, and other approved digital campaigns.
• Manage both manual and automated campaign processes.
• Monitor campaign performance daily and ensure data integrity throughout execution.
• Implement controls to ensure compliance and prevent duplicate or failed messaging.
• Adjust campaigns based on performance metrics, operational priorities, and regulatory requirements.

Performance Optimisation & Reporting

• Analyse campaign performance including delivery rates, response rates, payment outcomes, and collections results.
• Investigate underperforming campaigns and implement corrective actions.
• Produce meaningful management reports and insights.
• Recommend improvements to segmentation, messaging, scheduling, and communication strategies.

Compliance, Risk & Governance

• Ensure all communications comply with relevant legislation and internal policies.
• Maintain accurate documentation and audit-ready records.
• Identify and mitigate operational, compliance, financial, and reputational risks.

Stakeholder & Vendor Management

• Work closely with operational, finance, compliance, and technology teams.
• Manage relationships with external communication service providers.
• Present campaign outcomes, risks, and recommendations to key stakeholders.

Skills & Competencies

• Strong analytical and problem-solving ability.
• Excellent reporting and performance monitoring skills.
• Strong commercial and financial acumen.
• Exceptional attention to detail and accuracy.
• Excellent stakeholder engagement and communication skills.
• Ability to manage multiple priorities and deadlines.
• Customer-centric mindset with a passion for continuous improvement.
• Strong planning, organisational, and time management skills.