Collections Strategy Manager

Join the Revolution in Car Finance at Carmoola, where we’re changing the way people get on the road – making it faster, fairer, and entirely built around the customer. We started with car finance, reimagining it from the ground up with a seamless, digital experience that puts drivers in control. Since launch, we’ve raised over £430m from top‑tier investors, helped over 15,000 customers get behind the wheel, and are scaling fast.

Your Mission

• Optimise our collections and recoveries strategy, ensuring customers who fall into arrears are managed with empathy, fairness, and efficiency while protecting the financial health of the business.
• Design and implement best‑in‑class processes with a high degree of AI and automation that balance customer experience with strong credit outcomes, using data‑driven insights and innovative approaches tailored to the unique dynamics of the car loan market.

This is a high‑impact role for someone who loves digging into data, understands how to move from insights to pragmatic in‑market strategies, and thrives in fast‑paced, high‑ownership environments.

What You’ll Be Doing

• Designing and owning the end‑to‑end collections and recoveries strategy, from early‑stage arrears through to late‑stage recoveries and external partnerships.
• Building scalable processes, policies, and playbooks that balance customer care, operational efficiency, and commercial outcomes.
• Delivering in‑market results by driving repayment performance, reducing arrears rates, and optimising recovery strategies.
• Establishing and managing relationships with external agencies, technology providers, and other partners critical to collections and recoveries.
• Recruiting, coaching, and leading a high‑performing team while embedding a culture of accountability, empathy, and continuous improvement.
• Using data, AI, and customer insights to identify trends, inform strategy, and continuously improve processes.
• Ensuring all activities meet regulatory, legal, and compliance standards, with a strong focus on the fair treatment of customers.
• Partnering closely with product, risk, operations, and customer support to integrate collections into the broader customer journey and company strategy.
• Acting as a senior voice in the business on credit performance, providing regular updates to leadership and contributing to long‑term planning.

Requirements

• Experience delivering results in a lending, FinTech or consultancy business built on data and AI.
• Proven leadership ability to build, inspire, and scale high‑performing teams, with a track record of driving results.
• Solid foundation in data and AI, with experience using AI or building AI processes to drive efficiency and impact.
• Open and collaborative – you work cross‑functionally, blending analytics with operational delivery.
• Structured thinker – you impose clarity on complex, ambiguous problems and navigate uncertainty with a clear, methodical approach.
• Fast learner and self‑starter – you pick up new tools, strategies, and concepts quickly and independently.
• Thrives in fast‑paced, complex environments – you’re comfortable with ambiguity and figure things out as you go.
• Organised and deadline‑driven – you manage multiple priorities and consistently deliver high‑quality results.
• Positive, high‑energy problem‑solver – you stay solutions‑focused and maintain momentum even under pressure.
• Genuine excitement for Carmoola’s mission and the chance to shape the future of how people get on the road.

Benefits

• Competitive salary range of £80-£100k.
• Hybrid working: 3 days a week in our London office, in the heart of beautiful Primrose Hill.
• A high‑impact role with room to grow, owning a core area of our business.
• A culture of trust, kindness, and ownership.

Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: IT Services and IT Consulting