Customer Engagement Communications Manager
Palmetto Clean TechnologyCharlotte, 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 customer experience through multi-channel communication strategies, data analysis, and cross-functional collaboration within a clean energy finance company.
Key Responsibilities
- Develop and maintain multi-channel collections communication strategies including email, SMS, in-app messaging, and outbound call scripts.
- Create empathetic, compliant content to encourage timely payments and reduce delinquency.
- Build and optimize lifecycle communication journeys for various delinquency stages and payment issues.
- Partner with collections and product teams to refine messaging based on customer behavior and campaign performance.
- Analyze campaign metrics and conduct A/B testing to improve engagement and conversion rates.
- Ensure all communications comply with regulatory and legal requirements.
- Support initiatives to reduce delinquency, increase AutoPay adoption, and improve collections outcomes.
- Maintain a library of templates, scripts, and 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 campaign performance data such as open rates, click rates, and payment outcomes, and to produce actionable insights.
- 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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