Director Dunning & Collections (f/m/d)

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.

As Director Dunning & Collections, you will take global responsibility for the strategic design, governance, and continuous improvement of all dunning and debt collection processes across the IONOS Group.

You will define and implement scalable strategies to accelerate cash collection, reduce overdue receivables, optimize customer retention and support business growth across multiple brands, regions, and customer segments.

Operating in a multi-brand matrix environment, you will work closely with Finance, Product, IT, Customer Care, and Legal to design differentiated approaches for various customer types, ensuring both efficiency and compliance.

You will leverage analytics, automation, and AI to improve performance and proactively address potential payment risks, while ensuring consistent adoption of best practices across markets.

Tasks

• Lead the global dunning and collections strategy, ensuring a customer-centric approach, alignment with corporate goals, local regulatory requirements and fundamentally optimizing it for customer lifetime value.

• Define and implement a comprehensive receivables management framework, including key performance indicators such as DSO, aging buckets, bad debt ratio, and collections efficiency index.

• Identify and address weaknesses in the order-to-cash process to reduce customer churn, friction, payment defaults and improve cash recovery.

• Design differentiated strategies and implement tailored actions for select, differentiated customer segments (e.g., high-value/low-risk vs. high-risk accounts) tailored to international markets.

• Collaborate with Finance, Product, IT, Customer Care, and Legal to ensure processes are integrated, efficient, and compliant.

• Monitor and report on collection performance, payment patterns, and risk indicators; apply insights to drive measurable improvements.

• Ensure dunning processes balance cash recovery with a positive customer experience.

• Facilitate cross-brand and cross-country knowledge sharing to establish consistent, scalable best practices.

Qualifications

• 10+ years of leadership experience in retention, collections, credit risk management, or receivables strategy, ideally in a digital, subscription-based, or technology-driven business.

• Proven track record in reducing overdue receivables, improving cash flow, and implementing scalable, automated, customer-centric dunning processes.

• Deep understanding of order-to-cash processes, KPI-driven performance management, and multi-stage dunning strategies.

• Strong analytical skills, with expertise in leveraging data, automation, and AI for operational efficiency.

• Solid knowledge of international collections regulations and effective customer communication practices.

• Experience leading strategy in international, multi-brand matrix organizations.

• Excellent stakeholder management and communication skills in English; German is a plus.

• Proven ability to influence process adoption and change across decentralized teams and effective management of and work in globally scaled, multi-brand matrix organizations.

Benefits

• Hybrid working model.

• Flexible working hours through trust-based working hours.

• At some locations a subsidized canteen and various free drinks.

• Modern office space with very good transport connections.

• Various employee discounts for activities and products.

• Employee events such as summer and winter parties, as well as workshops.

• Numerous training and development opportunities.

• Various health offers, such as sports and health courses.

About IONOS

IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.

We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.