Senior Payments Manager

At loveholidays, we trailblaze together. 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. We’re using progressive tech to drive cutting-edge innovation.

The Payments function has been recognised as a strategic area for the business, with the capacity to significantly impact key metrics: conversion rates, cost reduction, compliance, customer satisfaction and retention. The Senior Payments Manager will report into the Head of Payments and will have the opportunity to influence the future structure of the team as it continues growing.

The role will be primarily responsible for establishing new and managing existing commercial relationships with our payment providers, agreeing new contracts, improving terms and conditions and ensuring they are able to offer us the products, features and services we need so we continue to meet customer needs across markets and across the different payments touch points:

• 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 the Manage My Booking portal.

The Senior Payments Manager is an expert in the Payments Industry with in-depth knowledge of the different aspects of this industry: commercial, product, technical, regulatory, and will support - and deputise for - the Head of Payments in guiding the company through key decisions as we expand internationally. In addition, this role is also responsible for maximising the incentive generated by payments on VCCs when paying direct suppliers.

Your day-to-day:

• Manage day to day relationships with our payment partners, and be a key liaison between internal and external.
• Manage the process to sign new or amend existing agreements.
• Negotiate pricing.
• Run weekly calls, QBRs, identify and track areas of opportunity.
• As Admin of these accounts, support internal controls to minimise risks.

Working closely with key internal stakeholders, combined with your in-depth knowledge of the industry and experience in previous similar roles, provide recommendations in terms of how to further optimise our customer payment operations, whilst ensuring alignment with the organisation's overall objectives. Build robust relationships with business owners in Managing, Selling, and Scaling operations. Keep the company informed of compliance with local and international regulatory requirements. Support the Head of with the forecast, budget and actual monitoring of payment processing fees, which is the largest component of the Variable Costs line in our P & L. Stay up to date with industry trends and innovation, bringing this knowledge in-house and raising internal awareness of changes in this area. Stay up to date with competitor offerings in terms of payments, steering the company through ways to differentiate ourselves. Leverage relationships with external technical suppliers, vendors and partners to align them with our own goals and get the most out of our agreements. Manage and improve the operational efficiency of our VCC supplier payments, maximising acceptance and incentives. Teach the company about the payments industry, key trends, evolution, and the impact it could generate in the business if done right, or wrong!

Your skillset:

• Track record in managing Payments commercial relationships, negotiating and improving terms.
• Knowledgeable in the payments ecosystem, main stakeholders and drivers, not only for card payments but also for alternative forms of payments, ideally across Europe.
• Outstanding commercial insight and be able to identify and realise business opportunities.
• Extensive network and ability to find the answers for any unknown elements.
• Experience in building best in class payments journeys, balancing great customer experience whilst reducing costs and keeping fraud in check.
• Ability to translate how the company works and what it needs to external partners in order to find solutions to our needs.
• Previous experience within a fast paced/high growth business – for example, sectors such as FMCG, e-commerce or technology.
• Relentless attention to detail.
• Hands on as required and very diligent to continue to drive value accretion.
• Detailed understanding of what good looks like in terms of process and reporting.
• Excellent organisational and leadership skills.
• Outstanding communication and interpersonal abilities.

Desirable:

• Previous travel experience is an advantage.

The interview journey:

• First stage with Talent - 30 mins
• Second stage with Head of Payments - 60 mins
• Third stage: Case study
• Final stage: VP Commercial Finance - 45 mins

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.