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 deg

📌 Head of Customer Payments (Madrid)
🏢 Verisure
📍 Madrid