Manager, FP&A – Payments & Customer Service

• Join Spotify’s Finance team as the dedicated FP&A partner for global Payments and Customer Service, based in London. • Own the financial lens on how Spotify acquires, converts and retains subscribers through payments. • Shape the economics of customer service and the cost of supporting subscribers. • Evaluate payment partner and processor deals and build the case for optimisation initiatives. • Translate complex operational economics into clear financial narratives for leadership. • Work 2–3 days a week in the office, with collaboration hours aligned to US Eastern time.

• Bring 5+ years in FP&A, corporate development, investment banking or strategic finance. • Build dynamic, driver-based models covering fee structures, payment mix, FX, fraud rates and staffing needs. • Structure and evaluate commercial agreements and pressure-test pricing and incentive terms. • Influence senior stakeholders through clear, data-driven narratives and investment cases. • Build processes from scratch in a fast-paced, flat organisation. • Use planning tools such as NetSuite, Adaptive or Workday Financials. • Bring strong SQL or data fluency. • Show a track record of using AI and ML to improve analysis. • Work collaboration hours aligned to US Eastern time.

• Bring experience in payments, fintech or subscription businesses. • Show experience with customer service or contact centre operations. • Bring experience in other transaction- or labour-intensive businesses. • Know BPO and outsourced vendor economics.

• Own the payments forecast, including processing fees, vendor mix and refunds, and explain variances. • Lead the financial side of payment partner, processor and payment-method deals. • Build business cases for routing, retry logic, local payment methods and ML-driven optimisation. • Evaluate the financial impact of checkout flow changes with Product and Engineering. • Quantify revenue protection trade-offs across fraud, disputes, chargebacks and reselling. • Verify payment fees and build automation and alerting with Financial Engineering and Data Science. • Own the customer service forecast, covering contact volumes, channel mix and cost-to-serve. • Build contact centre workforce models and manage BPO vendor economics across sites. • Quantify the impact of self-service, automation and AI deflection on support costs. • Build KPI reporting on payment costs, acceptance rates and cost-to-serve.

• Work flexibly, with 2–3 days a week in the office. • Take six months of global parental leave as a new parent. • Choose how you share in Spotify’s success through flexible share incentives. • Access extensive learning opportunities through Spotify’s GreenHouse team. • Use All The Feels, Spotify’s employee assistance and self-care programme. • Swap public holidays to match your values and beliefs.

Spotify is the world’s most popular audio streaming subscription service, offering music, podcasts, audiobooks and video to hundreds of millions of listeners. Its Finance team partners across the business to guide how Spotify scales across markets and monetisation models. Spotify is an equal opportunity employer that values diverse perspectives and backgrounds.