Campaign Coordinator - Contingent Debt and PDL Portfolios

Francom; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Free monthly lunches

Perks

Birthday celebrations

Job summary

Francom in Australia is seeking a Senior Campaign Coordinator to design and optimise end-to-end campaign and collections strategies across multiple channels. You will blend analytical rigor, customer-centric design, regulatory discipline, and commercial focus to deliver industry-leading performance in debt portfolios.

Working with Portfolio Managers, Operations, and Technology, you will apply Power BI, SQL and Databricks to uncover insights, improve contact outcomes, and drive decision-making.

Qualifications

• Tertiary qualification in engineering, mathematics, computer science.
• Experience in regulated environments such as financial services, credit, collections, or utilities.
• Strong background in campaign coordination, collections strategy, customer lifecycle marketing, or portfolio-based communications.
• Proven ability to manage end-to-end campaigns and collections strategies with accuracy, compliance discipline, and commercial focus.
• Strong analytical capability with the ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Develop annual, quarterly, and monthly campaign and collections strategies aligned to mandates and regulations.
• Optimize sequencing, timing, and channel mix to improve contact rates and recovery outcomes.
• Manage and refine strategies across all channels ensuring compliance and measurable uplift.
• Identify issues and risks in collections performance and propose solutions.
• Create clear propositions, messaging frameworks, and journeys tailored to segments.
• Apply Power BI, Excel, Databricks, SQL, SendGrid and Genesys to design, deliver, and refine activity.
• Interpret data and translate insights into actionable portfolio improvements.
• Prepare reports and recommendations for management.
• Create integrated database tracking tools to monitor performance patterns.
• Provide reporting to support management decision-making, including workforce planning.
• Partner with analysts to maintain enterprise data catalog.

Skills

Analytical thinking

Communication skills

Campaign coordination

Collections strategy

Education

Tertiary qualification in engineering, mathematics, computer science

Tools

Power BI

Excel

Databricks

SQL

SendGrid

Genesys

Job description

Financial freedom is the Australian dream. At our core, we exist to help people regain financial control when the system has stopped feeling fair, navigable, or humane. We step into moments of imbalance - where power, information or options are uneven and apply discipline, integrity and judgement to reach outcomes that are sustainable, lawful and human. Join us with your experience as a senior data engineer to apply systems and data thinking that will help restore agency when people need clarity, fairness and a way forward. At Francom our values drive every part of the work we do from ideation, to implementation. Our systems, processes and technology enable our operations.

Our work focuses on resolution over enforcement, and progress over pressure. Financial freedom means enabling people to move forward with dignity. We’re seeking senior data engineers to design and build the data foundations that support real-time analytics, and decision-making.

The Role

The Campaign Coordinator is responsible for developing, implementing, and optimising end-to-end campaign and collections strategies across all communication channels. The role blends analytical rigour, customer-centric design, regulatory discipline, and commercial focus to deliver industry-leading performance across contingent debt and PDL portfolios.

Key responsibilities

Campaign & Collections Strategy

• Develop annual, quarterly, and monthly campaign and collections strategies aligned to client mandates, regulatory requirements, and Francom’s customer-first approach.
• Optimise sequencing, timing, and channel mix (SMS, email, outbound, digital, agent-assisted) to improve contact rates, engagement, and recovery outcomes.
• Manage and refine strategies across all communication channels, ensuring accuracy, compliance, and measurable performance uplift.
• Identify issues, gaps, and emerging risks in collections performance and recommend solutions that support both BAU and strategic initiatives.
• Create clear, compliant, and compelling propositions, messaging frameworks, and communication journeys tailored to customer segments and lifecycle stages.

Data, Insight & Performance

• Apply analytical tools such as Power BI, Excel, Databricks, SQL, SendGrid and Genesys to design, deliver, and refine campaign and collections activity.
• Interpret data, identify trends, and translate insights into actionable strategies that improve portfolio performance.
• Develop targeted analysis of service and collections performance, preparing reports and recommendations for management.
• Create integrated database tracking tools to monitor performance patterns and inform future strategy.
• Provide reporting and analysis to support management decision-making, including workforce planning impacts.
• Partner with analysts and business users to build and maintain the enterprise data catalogue

Cross-Functional Collaboration

• Partner with Portfolio Managers, Operations, Client Leads, Marketing, Data, Digital, and Technology teams to ensure alignment across campaign planning, customer contact, and operational execution.
• Lead regular Campaign Planning forums to ensure cross-functional alignment across Operations, Compliance, Client Services, and Technology.
• Review and manage all client contact across channels, identifying issues, gaps, and opportunities for improvement.
• Manage external creative, digital, and media partners where required.

Risk, Compliance & Governance

• Maintain a strong understanding of customer experience strategy, hardship pathways, value strategy, and segmentation to ensure campaigns meet portfolio-specific objectives.
• Uphold high levels of compliance discipline, ensuring all strategies and communications meet regulatory, brand, and client-specific requirements.
• Actively maintain awareness of risk and compliance obligations defined through Francom’s Risk Management Framework.
• Make decisions consistent with Francom’s risk culture, operational delegations, and strategic priorities.

About You

• Tertiary qualification in engineering, mathematics, computer science, or a related discipline.
• Experience in regulated environments such as financial services, credit, collections, or utilities.
• Strong background in campaign coordination, collections strategy, customer lifecycle marketing, or portfolio-based communications.
• Proven ability to manage end-to-end campaigns and collections strategies with accuracy, compliance discipline, and commercial focus.
• Strong analytical capability with the ability to interpret data, identify trends, and translate insights into action.
• Exceptional communication skills and confidence working cross-functionally in a high-accountability environment.
• Understanding of Debt Collection Guidelines, privacy regulations, and industry standards (desirable).

What We Offer

• A full mix strategic campaign role with real ownership and measurable impact on portfolio performance
• Work within a respected national brand trusted by major credit providers
• A cohesive, high-performing team with a continuous-improvement mindset
• Clear investment in culture, capability uplift, and professional development
• A professional, collaborative, and accountable culture investing in community impact and positioning for growth
• Modern Parramatta office location where some travel may be required.
• Free monthly lunches, perks, acknowledgements and birthday celebrations
• Competitive salary package aligned to seniority, experience, and contribution

Please note: This role is office-based and is not available on a remote or hybrid basis.