Overview

Lead and shape the Customer Payments & Recovery strategy to optimize cash collection, reduce defaults, and protect long-term profitability across LatAm. You will work with local markets to improve payment success, minimize involuntary churn, and balance collection efficiency with customer experience. This role sits in the LatAm Customer Value Management team and offers impact on portfolio value, retention, and revenue growth.

You'll drive automation and AI-driven recovery initiatives to scale across multiple countries.

Responsabilidades

Review and improve end-to-end payments and recovery strategy across the customer lifecycle

Design and optimize payment strategies to maximize collections and minimize failures

Develop delinquency prevention initiatives to reduce defaults and involuntary churn

Define differentiated payment and recovery treatments based on customer value, behavior and risk

Optimize payment journeys, methods and channels to improve payment success and experience

Lead debt recovery strategies to maximize retention and long-term CLV

Monitor payment performance, delinquency, recovery and portfolio quality KPIs

Drive automation, digital payment capabilities and AI-driven collection initiatives

Collaborate with Product, IT and Finance to improve payment capabilities and experience

Manage external collection agencies and recovery partners for performance and customer-centric treatment

Ensure compliance with internal policies, regulatory requirements and customer protection standards

Identify continuous improvement opportunities across payment processes and communications





Translate performance into actionable recommendations for senior management

Collaborate cross-functionally with Customer, Marketing, Operations, Sales, Finance and Data teams to optimize portfolio value

Requisitos principales 7+ years of experience in Customer Payments, Collections, Credit Risk, Revenue Assurance, Customer Finance, Portfolio Management or Advisory roles

Bachelors degree in Engineering, Business Administration, Economics, Finance, Mathematics or related fields

Strong analytical and strategic thinking capabilities

Deep understanding of recurring revenue business models and customer payment behavior

Experience defining customer payment strategies, collections policies and recovery initiatives

Strong data-driven mindset with experience in portfolio segmentation, predictive analytics and customer treatment strategies

Experience working with payment performance KPIs, delinquency dashboards and recovery analytics

Knowledge of digital payment solutions, payment gateways and payment optimization initiatives

Exposure to AI-driven collections, predictive analytics and payment automation solutions

Strong stakeholder management and cross-functional leadership skills

Experience balancing collection performance with customer retention and customer experience

Experience managing third-party collection agencies and recovery partners

Experience in recurring revenue industries (telecom, SaaS, utilities, insurance or similar) valued

Fluent in English and Spanish; Portuguese is a plus

Customer-centric mindset

Strategic thinking

Data-driven decision making

Digital payment solutions

Payment gateways

AI-driven collections

📌 Head of Customer Payments & Recovery - Customer Value Management & Strategy (Madrid)
🏢 Verisure
📍 Madrid