Digital Communications Manager at Nimble Group

Job Purpose:

• To design, test and optimise digital communications that drive collections, enhance customer experience and accelerate innovation through AI and data-driven strategies.

Your Ultimate Mission:

• Maximise collections efficiency without losing the human touch
• Elevate customer experience by ensuring interactions are clear, effortless and strategic
• Drive innovation by testing new ideas, channels and creative approaches

What Success Looks Like:

• Increased customer engagement and response rates
• Smarter, more effective automation and data-driven strategies
• Improved customer satisfaction
• Stronger overall business performance

The Team You’ll Join:

• You’ll be an integral part of a forward-thinking team working hand-in-hand with our eBranch Digital Transformation Team and the Joint Operations Centre (JOC). Together, you’ll harness AI, smart automation and innovative communication platforms - such as chatbots, messaging systems and emerging digital tools - to design, test and scale solutions that deliver meaningful value for both customers and the business.
• You’ll join a team that thrives on curiosity, collaboration and creative problem-solving. We focus on solving real challenges, refining ideas and translating insights into communication strategies that work to deliver lasting impact.

Who We’re Looking For:

• Creative and curious mindset, eager to design, test and refine communication strategies, while continuously learning and improving
• Strong writing, editing and storytelling skills with meticulous attention to detail
• Exceptional analytical capabilities to interpret complex data, generate insights, solve problems and drive informed decisions
• Resilient and adaptable, embracing ongoing tasks and testing as opportunities to enhance accuracy, innovation and continuous improvement
• High emotional intelligence, with strong interpersonal and collaboration skills with the ability to build effective working relationships
• Results-driven, with a focus on maximising collections, efficiency and customer engagement, while driving digital transformation and continuous process improvement
• Strategic thinker with the ability to zoom into detail and think outside the box, with a keen eye for accuracy and excellent follow-through
• Highly organised and agile, with excellent project management skills and the ability to meet tight deadlines, balance competing priorities and deliver in a dynamic, fast-paced evolving environment
• Self-motivated and proactive attitude, taking accountability and full ownership of tasks, duties and outcomes

Who We’re Looking For:

• Creative and curious mindset, eager to design, test and refine communication strategies, while continuously learning and improving
• Strong writing, editing and storytelling skills with meticulous attention to detail
• Exceptional analytical capabilities to interpret complex data, generate insights, solve problems and drive informed decisions
• Resilient and adaptable, embracing ongoing tasks and testing as opportunities to enhance accuracy, innovation and continuous improvement
• High emotional intelligence, with strong interpersonal and collaboration skills with the ability to build effective working relationships
• Results-driven, with a focus on maximising collections, efficiency and customer engagement, while driving digital transformation and continuous process improvement
• Strategic thinker with the ability to zoom into detail and think outside the box, with a keen eye for accuracy and excellent follow-through
• Highly organised and agile, with excellent project management skills and the ability to meet tight deadlines, balance competing priorities and deliver in a dynamic, fast-paced evolving environment
• Self-motivated and proactive attitude, taking accountability and full ownership of tasks, duties and outcomes

Advantageous Training and Experience:

• Degree or diploma in Marketing, Communications, Digital Media or related field
• Experience in digital marketing, project management and campaign management
• Proficient in Microsoft Office Suite and Qlik
• Exposure to customer journey mapping, customer lifecycle communications and UX/CX optimisation
• Familiarity with AI-driven communication platforms and automation tools
• Knowledge of SQL and HTML
• Experience in debt collection or financial services sector

What You’ll Do (Included but not limited to):

Transform Digital Communications Strategy into Action

• Translate the company’s digital communication strategy into effective campaigns, processes and workflows
• Experiment with wording, tone and messaging that are of a high quality, to maximise the effectiveness of digital communications
• Implement innovative digital tools, channels and AI solutions aligned with emerging technologies and customer experience trends
• Manage and maintain customer messaging management systems (CMMS) to ensure messaging is accurate, timely and consistent across all digital channels

Drive Campaigns and Customer Engagement

• Define, manage and optimise digital channels across email, SMS, WhatsApp, in-app chat, push notifications and emerging channels/new platforms
• Own and manage the digital communication calendar, ensuring campaigns are strategically scheduled, distributed across all digital channels and executed on time to maximise impact and support business objectives
• Develop templates tailored to strategies, debtor segmentation and behaviours
• Apply big picture thinking to drive digital collections through targeted, customer-focused campaigns and customer centric process design
• Ensure accuracy, deliverability and compliance with all relevant laws and regulations across communications

Performance Measurement & Stakeholder Collaboration

• Leverage data and analytics as a core driver to measure, test and optimise digital communications, ensuring continuous improvement
• Monitor communication performance across channels, run tests, track results and recommend/implement improvements
• Produce campaign performance reports that highlight insights and opportunities to improve debtor lifecycle outcomes and digital communication strategies
• Collaborate with Operations, Analytics and other teams/stakeholders to align communications with business goals
• Implement cost-conscious strategies by identifying and eliminating wasteful expenditure, while optimising resource allocation across all communication channels

Enable Digital Transformation

• Collaborate cross-functionally with IT, Operations, Analytics, and other stakeholders to execute projects on time
• Support the JOC and Innovation team in piloting and scaling new digital initiatives
• Contribute creative ideas and challenge the status quo to continuously improve digital processes and digital communication

Remuneration & Benefits:

• Basic Salary
• The following benefits are available to you at full cost to the Employer (in line with the Company Policy);
• Funeral Cover (at the full cost of the employer)
• Life Cover (at the full cost of the Employer)
• Disability Cover (at the full cost of the Employer)
• Subsidized School fees towards your child schooling at Nimble Peak Child EduCare (Ages: 3 months – 5 years)
• Paid Birthday & Maternity Leave