Collections Strategy Manager
Palmetto Clean TechnologyCharlotte, North Carolina
Full Time
Posted January 29, 2026
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Job Description
The Collections Strategy Manager is responsible for designing, executing, and optimizing customer collections campaigns to encourage timely payments, reduce delinquency, and enhance customer experience through multi-channel communication strategies and data analysis.
Key Responsibilities
- Design, execute, and optimize customer-facing collections campaigns across multiple channels.
- Create empathetic, compliant content to encourage timely payments and reduce delinquency.
- Analyze campaign performance and conduct A/B testing to improve engagement and conversion rates.
- Develop lifecycle communication journeys for various delinquency stages and payment issues.
- Partner with cross-functional teams to refine messaging, automate campaigns, and improve collections outcomes.
- Maintain a library of templates, scripts, and compliant message variations for different lifecycle stages.
- Guide subservicers on campaign adherence, 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 data and distill insights into clear, actionable strategies; familiarity with BI tools is a plus.
- Strong project management and cross-functional communication skills.
- Employment is 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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