Senior Product Manager - Payments

Why loveholidays?

At loveholidays, we're on a mission to open the world to everyone, giving our customers' unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers' personal holiday expert - the smart way to get away.

About the team

The payments team is responsible for empowering customers to pay for their holidays in the most frictionless and relevant way for them, across all our points of sale. The team is in charge of processing / monitoring / reporting payments for the following payment types:

• New, as part of the checkout journey

• Scheduled, between having booked and travel, when customers have opted for a payment plan

• Customer, when customers make ad-hoc payments through our app or website

Ultimately the team is accountable for driving the payment success rate (across all payment types), in all our points of sale, directly impacting conversion and revenue movement (post booking).

What you can expect:

Reporting to the Head of Product for Managing, you will:

• Lead your team of software engineers to discover and solve key customer / company problems to deliver our strategy and drive our key metrics; for example: onboarding a new payment aggregator to be able to add the most relevant payment methods in our new points of sale at scale

• Working closely with both your external stakeholders (e.g., our customers, payment solution providers, etc.) and internal ones (e.g., commercial payments, customer support, strategy, and checkout teams), you'll become the expert in your area, deeply understanding our operating model, what the key customer / company problems are, and where the opportunities lie

• You'll be given full autonomy to drive the what and the how within the scope defined. We want you to work with the team to decide how best to solve the problems and hit our targets

Your day-to-day:

• At loveholidays, we always strive to improve, and we like people willing to get hands on and drive change. In this role, that might look like jumping on a conference call with one of our payment providers and live-collaborating with them on a solution to tackle a spike in payment failures, or work with our international team to understand which are the must-have payment methods in a new market.

• Explore all the data points: talk to holidaymakers and collect / analyse their feedback on what their key payment frustrations are; interrogate dashboards in Looker to understand trends over time; leverage suppliers' dashboards to identify anomalies

• Collaborate with your lead engineer and the commercial payments team to design the vision for this area and then devise the strategy and roadmap to get us there.

• Work with internal / external stakeholders and the broader loveholidays teams to prioritise the highest impact work, balancing strategic goals with immediate improvement.

• Leverage relationships with external technical suppliers, vendors and partners to align them with our own goals and get the most out of our agreements

Your skillset:

• Experience working closely with non-technical stakeholders to take payments problems and translate them for your team, setting / owning the payments strategy. You'll need to be able to make tough calls to endure challenges in some areas whilst advancing others, and align objectives with broader business goals and customer needs

• Data proficiency is important, but married to an eye for UX. You'll need to identify opportunities from dashboards of numbers, drill into it and find the opportunity - with support from data analysts - and then work with the team to design solutions that put the customer first

• Deep empathy for your customers: getting yourself in the mindset of people buying holidays, who are experiencing high levels of stress; understanding our agent teams, doing their best to try and help those customers through their payments problems

• A strong interest in building exceptional payments infrastructures to process millions of new / scheduled payments across multiple points of sale and ensuring we manage our cash exposure accordingly. This isn't the frontend side of the loveholidays platform, but it is one of the most important areas to support our future growth plans

Desirable

• Experience with payment technologies is highly valued (either as a merchant and / or a solution provider). It is key to understand the payment ecosystem and its stakeholders, and their risks and opportunities but we're happy to take on the right candidate who is willing to learn about these

• You have a proven track-record of end-to-end ownership and delivery of payment products solving customer / company problems

Perks of joining us:

• Company pension contributions at 5%

• Individualised training budget for you to learn on the job and level yourself up

• Discounted holidays for you, your family and friends

• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum

• Ability to buy and sell annual leave

• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

The interview journey:

Guidance: Setting expectations for what the candidate can expect the interview process to look like from our side - aiming to keep this brief but informative

Example.

• Talent acquisition screening - 30 mins

• 1st stage with Hiring Manager - 45 mins

• Final stage with key stakeholder/s including a task to present, in office - 1 hour

• Behavioural / Culture fit with team - 45 mins