Digital & Campaign Manager Collections

Job Title:Digital & Campaign Manager Collections

Location:

Role Overview:

The Digital & Campaign Manager – Collections is responsible for designing, executing, and optimizing digital outreach strategies to improve collections performance. This role involves managing digital vendors, campaign platforms, and analytics to drive customer engagement and recovery across delinquency buckets.

Key Responsibilities:

1. Digital Campaign Strategy

• Design and execute multi-channel digital campaigns (SMS, email, WhatsApp, IVR, chatbots) tailored to customer segments and delinquency stages.
• Develop and maintain a campaign calendar aligned with business priorities and regulatory guidelines.
• Collaborate with internal teams to align messaging, tone, and escalation protocols.
• Utilize the campaign builder platform to configure and allocate customer segments across delinquency buckets, channels, and vendors.
• Ensure dynamic allocation logic based on risk scores, payment behaviour, and campaign responsiveness.
• Continuously monitor and refine allocation rules to optimize recovery outcomes and operational efficiency.

2. Vendor Management

• Manage digital campaign vendors and platforms, ensuring performance, compliance, and seamless integration with internal systems (CFRs, dialers, Filed App).
• Track vendor KPIs such as engagement rate, PTP conversion, and recovery performance.
• Conduct regular reviews, audits, and innovation pilots with vendor partners.

3. Analytics & Optimization

• Leverage campaign analytics to monitor performance and identify improvement opportunities.
• Use A/B testing, segmentation analysis, and predictive modeling to refine outreach strategies.
• Maintain structured MIS to track campaign outcomes and support decision-making.

4. Compliance & Documentation

• Prepare and maintain documentation for compliance audits and Operational Risk Management (ORM).
• Ensure all campaigns and vendor activities adhere to RBI guidelines, data privacy norms, and internal policies.
• Collaborate with legal and compliance teams to update SOPs and risk control matrices.

Qualifications & Skills:

Education:

• Bachelor’s or Master’s degree in Marketing, Business, Analytics, or related field.

Experience:

• 5–10 years in digital marketing, collections strategy, or campaign management.
• Experience in financial services, NBFCs, or fintech preferred.

Technical Skills:

• Proficiency in campaign platforms (e.g., Twilio, FICO CCS, Genesys), SQL, and visualization tools (Power BI/Tableau).
• Familiarity with CRM systems, CFRs, and data integration workflows.
• Understanding of compliance frameworks and ORM documentation.

Soft Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management.
• Ability to work in a fast-paced, cross-functional environment.