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.

ResponsabilidadesReview and improve end-to-end payments and recovery strategy across the customer lifecycleDesign and optimize payment strategies to maximize collections and minimize failuresDevelop delinquency prevention initiatives to reduce defaults and involuntary churnDefine differentiated payment and recovery treatments based on customer value, behavior and riskOptimize payment journeys, methods and channels to improve payment success and experienceLead debt recovery strategies to maximize retention and long-term CLVMonitor payment performance, delinquency, recovery and portfolio quality KPIsDrive automation, digital payment capabilities and AI-driven collection initiativesCollaborate with Product, IT and Finance to improve payment capabilities and experienceManage external collection agencies and recovery partners for performance and customer-centric treatmentEnsure compliance with internal policies,



regulatory requirements and customer protection standardsIdentify continuous improvement opportunities across payment processes and communicationsTranslate performance into actionable recommendations for senior managementCollaborate cross-functionally with Customer, Marketing, Operations, Sales, Finance and Data teams to optimize portfolio value Requisitos principales7+ years of experience in Customer Payments, Collections, Credit Risk, Revenue Assurance, Customer Finance, Portfolio Management or Advisory rolesBachelor's degree in Engineering, Business Administration, Economics, Finance, Mathematics or related fieldsStrong analytical and strategic thinking capabilitiesDeep understanding of recurring revenue business models and customer payment behaviorExperience defining customer payment strategies, collections policies and recovery initiativesStrong data-driven mindset with experience in portfolio segmentation, predictive analytics and customer treatment strategiesExperience working with payment performance KPIs, delinquency dashboards and recovery analyticsKnowledge of digital payment solutions, payment gateways and payment optimization initiativesExposure to AI-driven collections, predictive analytics and payment automation solutionsStrong stakeholder management and cross-functional leadership skillsExperience balancing collection performance with customer retention and customer experienceExperience managing third-party collection agencies and recovery partnersExperience in recurring revenue industries (telecom, SaaS, utilities, insurance or similar) valuedFluent in English and Spanish; Portuguese is a plusCustomer-centric mindsetStrategic thinkingData-driven decision makingDigital payment solutionsPayment gatewaysAI-driven collections

📌 Head of Customer Payments & Recovery – Customer Value Management & Strategy (Madrid)
🏢 Jobrapido
📍 Madrid