Customer Engagement Communications Manager
Palmetto Clean TechCharlotte, North Carolina
Full Time
Posted February 4, 2026
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Job Description
The role involves designing and executing customer engagement campaigns to encourage timely payments, reduce delinquency, and enhance the customer experience through multi-channel communication strategies, data analysis, and cross-functional collaboration within a clean energy financial services company.
Key Responsibilities
- Design, execute, and optimize multi-channel customer collections campaigns (email, SMS, in-app messaging, outbound calls).
- Create clear, empathetic, and compliant content to encourage timely payments and reduce delinquency.
- Develop lifecycle communication journeys for various delinquency stages and payment issues.
- Partner with Collections, Product, and Analytics teams to analyze campaign performance and improve engagement strategies.
- Ensure all communications meet regulatory and legal requirements.
- Maintain a library of templates, scripts, and message variations for different lifecycle stages.
- Guide subservicers on campaign execution, performance review, and quality benchmarks.
Requirements
- A minimum of 4 years of experience in collections strategy, lifecycle marketing, CRM management, customer engagement, or related fields.
- Strong understanding of delinquency lifecycles, customer payment behavior, and collections processes.
- Experience overseeing vendor relationships.
- Experience creating or managing multi-channel campaigns including email, SMS, and in-app messaging.
- Excellent writing skills with the ability to craft empathetic, clear, and compliant customer messaging.
- Proven experience with A/B testing, segmentation, and campaign optimization.
- Ability to analyze campaign performance data such as open rates, click rates, and payment outcomes, and to produce actionable insights.
- Experience in developing and maintaining multi-channel collections communication strategies, including lifecycle journeys for early-stage and late-stage delinquency, AutoPay lapses, payment failures, billing disputes, and payment arrangement reminders.
- Ability to build automated campaigns in collaboration with product teams, ensuring customer experience and subservicer guidance.
- Experience ensuring all communications meet regulatory and legal requirements such as FDCPA, state-specific rules, disclosures, and billing regulations.
- Ability to support cross-functional initiatives aimed at reducing delinquency, increasing AutoPay adoption, and improving collections outcomes.
- Experience maintaining a library of templates, scripts, and compliant message variations across lifecycle stages.
- Strong project management and cross-functional communication skills.
- Comfort operating in a fast-paced, metrics-driven environment.
- Employment contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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