Overview
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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 xhfqzwm 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