Market Manager Customer Operations

At Multitude, we’re more than just a listed European FinTech company — we’re a team driving financial innovation. We provide digital lending and online banking services that empower consumers, SMEs, and FinTechs to grow and succeed.

Powered by our Growth Platform, we operate through three business units: Ferratum, offering seamless mobile banking for consumers; CapitalBox, providing flexible financing for SMEs; and Multitude Bank, supporting non-bank lenders and FinTechs.

In 2024, we achieved €263.7 million in revenue and €20.2 million in net profit, reflecting strong financial growth. With 700+ employees across 25 countries, we’re shaping the future of finance in 17 markets. Founded in 2005 in Finland, Multitude is listed on the Frankfurt Stock Exchange (MULT).

We are seeking a dynamic and results-driven Market Manager – Customer Operations to lead and enhance our customer service, lending operations, and early-stage collections. You will drive operational excellence, ensure regulatory compliance, and deliver a seamless customer experience by coaching and developing high-performing teams.

Your focus:

• Oversee overall market performance, including customer service, lending operations, and early-stage collections


• Drive sales growth, customer retention, and repayment outcomes through strategic planning, coaching, and performance analysis


• Lead and manage teams to achieve KPIs and business targets via structured monitoring, 1:1s, and development plans


• Support broader departmental goals through tasks assigned by senior leadership


• Lead hiring, onboarding, training, and continuous development of all front-line operational teams


• Coach agents on product knowledge, customer engagement, loan servicing, and collection techniques


• Build and maintain a culture of high performance through recognition, feedback, and team engagement activities


• Use performance data and business intelligence to refine coaching, strategies, and workflows


• Monitor agent KPIs, invoice performance, and team productivity to ensure alignment with business goals


• Manage complex escalations and market-specific issues, including fraud, complaints, and regulatory challenges


• Collaborate with Legal, Finance, Customer Service, and Marketing teams to align processes and resolve cross-functional issues


• Ensure all operations comply with internal policies, ethical standards, and regulatory requirements


• Stay informed of legal and regulatory changes affecting customer support and collections, and integrate updates into practices


• Drive process improvements and lead automation initiatives across customer service and collections


• Prepare and present performance reports, insights, and KPI analyses to senior management

Required skills & qualifications:

Must-have:

• Proven leadership experience in customer service, sales, or collections


• Experience with KPI management and performance coaching


• Strong analytical and strategic planning skills


• Excellent communication and stakeholder management abilities


• Experience with process optimization, automation, or AI tools


• Ability to lead cross-functional teams in a fast-paced environment

Nice-to-have:

• Bachelor’s degree in Business Administration, Operations Management, or a related field


• Experience in fintech or digital lending environments


• Proficiency in CRM and data analytics tools

We offer:

At Multitude, we believe in empowering our employees to thrive personally and professionally. Here's what you can look forward to:

• A Truly Global Workplace – work with professionals from 40+ nationalities, bringing diverse expertise, perspectives, and a collaborative international culture.


• Hybrid & Flexible Work – we support work-life balance with remote work options and modern office spaces across Europe.


• A Culture of Growth – we invest in your future, offering LinkedIn Learning, mentorship, and professional development programmes, including HiPo and leadership development initiatives to support career advancement.


• Financial Growth Opportunities – benefit from our share purchase matching programme, allowing you to invest in your future with matched contributions and long-term financial rewards.


• Workation Programme – work remotely from different countries for up to 2 months per year, experiencing new cultures while staying connected and productive.


• Wellbeing Benefit – receive an annual allowance to support your physical and mental wellbeing


• Private Health Insurance – access comprehensive medical coverage to support your health


• Weekly Office Breakfast – enjoy a fresh start every Friday with breakfast at the office

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