Email Strategy Leader - Pre & Post Charge Digital Collections

Job Summary

The Digital Collections Email Strategy Lead is responsible for the design, execution, and continuous optimization of pre and post charge off email strategies that drive digital self‑service adoption, improve payment outcomes, and support credit loss mitigation. This role owns end‑to‑end delivery of automated and manual email campaigns, with a strong emphasis on dynamic email templates, variable‑driven content, and configuration‑based eligibility logic.

The position partners closely with technology teams and vendors to ensure releases are delivered on time and without defects, including UAT, formal sign‑off, and post‑release monitoring. This leader also partners with cross‑functional teams to design and implement a holistic orchestration and Next Best Action strategy across digital and agent‑based collections channels.

• Own the proactive email engagement strategy across delinquency and charge off stages, including content, cadence, targeting, sequencing, and channel integration as applicable.
• Define customer journeys by segment, including tone and offer structure, and drive test and learn to improve outcomes.
• Manage end‑to‑end execution of manual email campaigns, from account selection through deployment, evaluation, and optimization.

• Own the dynamic email template ecosystem, ensuring templates, variables, and eligibility logic work together correctly across products and stages.
• Maintain and validate the configuration tables that drive dynamic email processing and eligibility, including toggles and criteria tables used to enable processing and determine which templates are applied.
• Manage dynamic template mappings and variable population logic, including nested variable structures.
• Partner with technology teams to deliver and validate dynamic templates through environments, including IT and UAT, and provide formal business sign‑off for promotion.

• Analyze campaign performance, interpret customer behavior insights, and recommend changes to improve funnel outcomes and digital engagement.
• Develop standardized reporting and KPIs for email execution and outcomes, supporting control reporting and audit readiness.
• Prepare executive summaries and updates for leadership, including clear articulation of in‑flight initiatives and outcome impacts.

• Own the content testing roadmap for dynamic collection email templates and execute structured A/B testing plans.

• Manage vendor and technology partner delivery for email strategy execution, ensuring timelines, handoffs, and deliverables are met, and monitoring all parties involved to ensure flawless execution.
• Define and optimize internal and external processes, including documentation of existing processes and upkeep activities as part of a sustainable BAU operating model.

• Partner with cross‑functional teams to design and execute a holistic orchestration and Next Best Action strategy that integrates digital and agent‑based outreach.
• Define customer segmentation and communications journeys to determine content, channel sequencing, cadence, and tone by risk, behavior, and delinquency stage.
• Own and maintain the rules, eligibility criteria, and decision logic that drive automated communications across pre and post charge off.
• Translate strategy into scalable, system‑driven configurations that ensure consistent, compliant, and timely delivery of communications.
• Monitor performance and refine rules and journeys to optimize engagement, payment outcomes, and operational efficiency.

• 10 or more years of applicable experience.
• Applicable professional certifications.
• Bachelor's degree, or equivalent work experience.

• Experience with database‑backed rules and criteria management for automated communications (for example, maintaining eligibility tables, variable value tables, trigger timing tables).
• Experience designing and executing structured…