Omnichannel Campaign Manager

About the role

The company is looking for a Manager, Omnichannel Campaign Strategy & Operations to lead the design, execution and optimisation of customer engagement campaigns across its contact centre operations. It is an operational and technology-focused role requiring hands-on experience managing high-volume outbound campaigns across outbound voice, SMS, email and IVR.

Key responsibilities

• Design, implement and optimise integrated customer contact strategies combining voice, SMS, email and automated workflows.
• Manage predictive, progressive and preview dialing strategies, optimising parameters, retry logic, contact lists and calling windows.
• Configure, deploy and monitor automated outbound SMS and email workflows based on customer triggers and business rules.
• Analyse campaign KPIs such as contact rates, right-party contacts, conversion rates, list penetration and agent utilisation to drive operational improvements.
• Collaborate with Workforce Management, IT, Compliance and client stakeholders to align campaigns with staffing and service-level targets.
• Maintain campaign compliance with regulatory standards, consent rules, contact frequency limits and opt-out management.

Required profile

• 3 to 5+ years of experience in outbound campaign management, dialer operations, omnichannel communications or contact centre technology.
• Proven hands-on experience configuring and optimising outbound dialer campaigns in high-volume environments.
• Practical experience executing automated SMS and email campaigns, customer segmentation and contact sequencing.
• Strong knowledge of contact centre KPIs and performance data analysis.

Required skills

• Experience with dialer/CX platforms such as TCN, Genesys Cloud, Five9 or NICE CXone is preferred.