Head of Customer Payments & Recovery – Customer Value Management & Strategy

We are looking for a Head of Customer Payment & Recovery to join our growing Customer Marketing Team based in Madrid and supporting 5 countries across Latin America.

Verisure is a leading provider of professionally monitored security solutions. Our business model integrates product development, design and sales with installation, service and a 24/7 professional monitoring solution. Our range of products includes home security, fire and water safety, personal security and smart home systems. Thanks to a strong focus on high quality, the company’s customers are amongst the most satisfied and loyal in the industry.

Over the past years, Verisure has experienced an exceptional and resilient financial performance with a very long-track record of double-digit growth - thanks to continuous drive for Innovation, our very sophisticated Go To Market and replicable business model for expansion into new countries.

Role purpose:

Lead the Customer Payments & Recovery strategy to maximize cash collection, reduce payment defaults and optimize the financial performance of the recurring revenue portfolio while preserving customer lifetime value and customer experience.

The role is responsible for continuously improving the customer payments and recovery strategy, partnering with local markets to maximize payment success rates, reduce involuntary churn, optimize payment journeys, and balance collection performance with customer retention and long-term profitability.

The candidate will join the LatAm Customer Value Management team.

Main functions and tasks:

Review and improve the end-to-end Customer Payments & Recovery strategy across the full customer lifecycle.

Design and optimize payment strategies to maximize successful collections and minimize payment failures.

Develop proactive delinquency prevention initiatives to reduce payment defaults and involuntary churn.

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

Optimize customer payment journeys, payment methods and collection channels to improve payment success and customer experience.

Lead debt recovery strategies while maximizing customer retention and long-term Customer Lifetime Value (CLV).

Reduce bad debt, write-offs and payment-related customer losses across the portfolio.

Develop predictive models to anticipate payment failures and prioritize recovery actions.

Monitor payment performance, delinquency, recovery and portfolio quality KPIs.

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

Collaborate with Product, IT and Finance teams to continuously improve payment capabilities and customer payment experience.

Support management of external collection agencies and recovery partners, ensuring performance and customer-centric treatment.

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

Identify continuous improvement opportunities across payment processes, recovery journeys and customer communications.

Translate payment and recovery performance into actionable recommendations for senior management.

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

Desired Qualifications and Skills:

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

Bachelor's 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 will be highly valued.

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 will be valued.

Experience in recurring revenue industries (telecom, SaaS, utilities, insurance or similar) will be highly valued.

Fluent in English and Spanish; Portuguese will be considered a plus.

General Competencies

Customer-centric mindset

Strategic thinking

Data-driven decision making

Strong execution capabilities

Cross-functional leadership

Influence and stakeholder management

Problem-solving mindset

Continuous improvement orientation

Teamwork and collaboration

Highly self-motivated and results-oriented

Hands-on profile with strong ownership mentality

Our DNA: Passion, Commitment, Innovation, Teamwork, Trust, and Responsibility.

If you feel yourself identify with the rol that we´re looking for, don´t hesitate to apply!