Client Success Management Lead (m/w/d)

Company Overview

Every story matters. Create your own journey together with us at Riverty.

Join one of our 30 hybrid work environments designed for idea sharing, collaborative learning, and co-creating the way we work. Become a part of an international community of over 4,000 people from nearly 80 nations across 11 countries, united by a shared mission: to ensure people and businesses keep moving forward with empathy, modern technology, and data-driven insights. We handle payment processes so they don't have to worry about them.

As part of the Bertelsmann Group, a family-owned and established enterprise in a dynamic industry, we enable flexible payment options across various sectors, simplify financial management for well-known brands, and assist people in reducing debt and achieving financial stability. In short, we shape FinTech.

Position Description

We are seeking a Client Success Management Lead (m/w/d), Consumer Operations (permanent, full-time), to join our team in Baden-Baden—flexible working conditions are offered.

Responsibilities

• Oversee operational service delivery for clients within one of our industries.
• Lead the department both professionally and disciplinarily, supported by your team leads.
• Ensure excellent customer experience for your clients' consumers and meet agreed SLAs regarding service, quality, productivity, and customer satisfaction.
• Engage new customers and ensure optimal configuration of clients within the debt collection system.
• Analyze the profitability of customer portfolios and manage collection processes ranging from pre-legal reminders to long-term monitoring.
• Act as a sparring partner for clients on operational matters, fostering strong client relationships together with (Key) Account Management.
• Initiate process improvements and take responsibility in projects and initiatives aimed at advancing customer service.
• Collaborate closely with other departments such as Workforce Management, Process Delivery, Learning & Service Excellence, and Legal.
• Motivate and develop your team members.

Qualifications

• Degree in economics or completed commercial training with several years of professional experience in debt collection.
• Several years of experience, ideally in a leadership role within customer service.
• Strong teamwork skills and high social competence.
• Excellent analytical skills and structured working methods.
• High communication abilities and assertiveness.
• Fluent in both German and English at negotiation level.
• Willingness to travel approximately 10%.

Additional Information

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You can contact the company's data protection officer at the postal address provided. More details on data protection and your rights are available.