Digital Campaign Specialist - Fintech Industry

Company Industry - Fintech / BFSI / Finance / Banking

Designation - Digital Collections Campaign Specialist

Experience - 3 Years+

Job Location- Bangalore, Mumbai

Digital Collections Campaign Specialist is responsible for planning, executing, optimizing, and monitoring digital communication campaigns aimed at improving overall collection efficiency. The role involves managing multi-channel outreach (SMS, email, WhatsApp, push notifications, IVR, etc.), coordinating with collections and data analysts. This role requires strong strategic thinking, daily performance monitoring, coordination with tele-collections teams and the ability to quickly adapt strategy based on insights.

Key Responsibilities

1. Develop and own the digital collections strategy across channels (SMS, WhatsApp, email, digital ads, automated flows, etc.)
2. Plan, launch, and monitor digital collection campaigns to improve recovery rates and reduce delinquencies
3. Work closely with tele-collections teams to align digital strategy with overall collection goals
4. Coordinate with data analysts to obtain insights, reports, customer segmentation, and campaign data needed for decision-making
5. Analyze campaign performance daily and generate clear, actionable reports for stakeholders
6. Optimize campaign strategies, targeting, messaging, and channels based on performance trends and insights
7. Ensure proper tracking of campaign metrics, collection outcomes, and customer responses
8. Maintain ownership of digital collections KPIs
9. Identify new digital initiatives, tools, and process improvements to enhance collections effectiveness
10. Ensure compliance with internal policies and regulatory guidelines in all communication

Experience

1. Experience managing large customer cohorts, ideally 1,00,000+ customers per campaign cycle per channel
2. 35 years of hands-on experience in managing end-to-end digital campaigns across multiple channels for a large customer base
3. Experience working cross-functionally with product, analytics, risk, and operations teams to execute campaign requirements

Skills Required

1. Strong understanding of digital campaign management and template designing (SMS, WhatsApp, email, push notifications, ads)
2. Excellent data interpretation and campaign performance analysis skills
3. Ability to derive insights from metrics and suggest strategy changes
4. Knowledge of customer segmentation and targeting
5. Proficiency in Excel (for reporting and analysis)
6. Familiarity with collections platforms (advantage).