Ecommerce Payments Manager

We are looking for an Ecommerce Payments Manager to be responsible for the day-to-day operations of the Group’s global ecommerce payment and payment fraud processes across multiple European markets. The job holder will have responsibility for driving operational excellence, developing team capability, and partnering closely with stakeholders across finance, technology, and commercial functions as well as external suppliers in the value chain (PSPs, acquirers, payment fraud screening providers). The job holder will also own payment KPI reporting utilising the output to suggest data-driven decisions and improvements to maximise payment conversion and authorisation rates while retaining fraud and chargeback rates within risk appetite.

Responsibilities

• Oversee the day-to-day pan-European payment processes for Lebara subscribers, investigating and escalating any payment-related issues identified.
• Prepare monthly reports on a suite of KPIs with RAG statuses and benchmarks against industry norms and best practice.
• Identify improvement opportunities to improve performance across the payment value chain, especially where KPIs indicate sub-optimal performance.
• Keep up to date with latest payment-related changes (e.g. regulatory, scheme changes), assess impact and communicate requirements to address to wider business.
• Collaborate with key stakeholders, especially in technology and marketing, to implement improvement opportunities across Lebara’s European operation (e.g. new payment methods, new integrations into PSP). Assess the impact of these changes over a defined period.

Technical skills & experience

• An expert in Ecommerce payments with pan-European knowledge of payment methods.
• Experience in card and SEPA Direct Debit based subscription billing including optimisation strategies for first-time collection and retry attempts.
• Knowledge of core features and functionality of market leading PSPs with practical, firsthand experience of managing them on a day-to-day basis with appropriate technical support where required.
• Experience in creating, reporting, and presenting a suite of payment KPIs suitable for consumption on a day-to-day basis as well as by senior management.
• Self-directed with experience of all aspects of the payment process end-to-end including checkout experience, dynamic use of 3D Secure, multi-acquiring, risk rule creation and fraud and chargeback handling.
• Proven ability to analyse complex data and translate insight into action.
• Proven track record in proactively identifying and implementing improvements, enhancements, and customisations with a focus on payment conversion metrics.
• Experience managing payment vendor relationships (PSPs, fraud providers, acquirers).

Leadership & personal attributes

• Proven people leader with demonstrable experience influencing and managing cross-functional teams across multiple locations and cultures.
• Confident communicator, able to engage and influence senior stakeholders.
• Detail-oriented with a proactive, problem-solving mindset.
• Comfortable operating in a high-growth, changing environment.
• Well-organised with the ability to manage multiple priorities effectively.
• Committed to developing people and building a positive team culture.