About Francom

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 Manager 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 management, 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.
• Proactive, solutions-focused mindset with sound judgement and the ability to navigate ambiguity.
• Ability to work autonomously and as part of a high-performing team, with energy, enthusiasm, and creativity.
• Strong leadership, interpersonal and relationship-management skills with a passion for customer service and continuous improvement.
• Ability to manage competing priorities, meet deadlines, and maintain high quality standards.
• Knowledge of contact centre quality assurance frameworks, best practices, and trends.
• Understanding of Debt Collection Guidelines, privacy regulations, and industry standards (desirable).
• Can do attitude

What We Offer

• A senior role with real influence in a values-driven organisation
• 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.