Digital Communications Manager

SUMMARY:
An established and fast-paced financial services organisation is seeking an experienced Digital Communications Manager to lead the strategy, execution, and optimisation of digital communications within a collections environment.
This is a critical role responsible for ensuring digital communication channels are utilised effectively, efficiently, and compliantly to maximise collection outcomes while minimising operational costs and financial risk.

POSITION INFO:
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.

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