Credit management platform renewal, payment-method shift and automation of the collections cycle.
ENGIE Italia · Digital Customer Operations Manager · 08/2025 – 09/2026
Days sales outstanding in energy retail is driven less by customer willingness to pay than by the quality of the collections chain: how fast a missed payment is detected, how it is dunned, when suspension is triggered and how easily a customer can regularise. Legacy tooling made each of those steps slow and manual.
Manager accountable for the workstream; delivery run by project managers in the team.
Scouting and implementation of a credit management system, evolution of power and gas suspension processes, credit-scoring framework at contract subscription for small-business customers, shift of the base towards direct debit and electronic billing at acquisition, instalment plans for eligible customers, automation of foreign IBAN and foreign bank handling.
Credit and finance, customer operations, sales, legal, IT & Digital delivery, collections BPO and platform vendors.
Credit management system, Salesforce, billing suite, payment and direct-debit gateways, credit bureau interfaces, workflow automation.
A modernised credit chain: risk assessed at subscription rather than after the first unpaid bill, dunning and suspension automated, and payment methods steered towards direct debit at the point of acquisition.