Manager, Financial Planning & Analysis – Payments & Customer Service

Spotify is looking for a Manager to join our Finance team and serve as a dedicated FP&A partner for our global Payments and Customer Service functions. As Spotify continues to scale across markets and monetization models, payments sit at the heart of how we acquire, convert, and retain subscribers, while customer service shapes the experience and cost of supporting them. This role owns the financial lens on both ecosystems. This is a high-impact, partner-facing finance role responsible for the payments and customer service forecast processes, the financial evaluation of payment partner and processor deals, the pipeline of payment optimization proposals, revenue protection and payment-cost assurance, and the modeling of contact center labor needs. You will partner with Payments, Customer Service, Subscriptions, Risk, Data, Financial Engineering, Accounting, and Business leadership to translate complex operational economics into clear financial narratives, build the models that inform decisions, and govern performance against plan.

What You'll Do:

• Payments Forecast Process Own the end-to-end payments forecast — including processing fees, vendor mix, and refunds — across monthly, quarterly, and annual planning cycles. Build and maintain driver-based models, analyse variances against forecast, and clearly explain the underlying drivers to leadership.

• Payment Deal Making & Partner Value Serve as the finance lead on payment partner, processor, and payment-method agreements. Model deal economics, pricing tiers, volume commitments, and incentive structures; quantify margin and cash-flow impact; and maximise the value of strategic partnerships while driving cost efficiencies at scale alongside Payments, Legal, and Business Development.

• Payment Optimisation & AI/ML Build business cases for payment optimisation initiatives — routing, retry logic, local payment methods, fee reduction, and authorisation-rate improvements, including ML-driven optimisation. Size the opportunity, define success metrics, and track realised impact against the original investment case.

• Checkout Flow Build business cases for checkout experience investments, partnering with Product and Engineering to evaluate the financial impact of flow changes on conversion, payment success rates, and subscriber acquisition costs.