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- Tasks: Lead the Customer Interactions Platform, enhancing digital experiences for customers and colleagues.
- Company: Join On the Beach, a leading online holiday specialist with a vibrant culture.
- Benefits: Enjoy 25 days holiday, discounts on trips, and flexible working arrangements.
- Why this job: Shape the future of travel while making a real impact on customer experiences.
- Qualifications: Experience with customer platforms like Zendesk and strong leadership skills.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Since 2003, we have been rewriting the rules of how people discover, book, and experience their perfect getaway. What started as connecting people to short-haul beach holidays has evolved into premium beach destinations, long-haul adventures, and vibrant city breaks. We send around two million holidaymakers on their dream breaks every year and are still growing.
As part of the newly formed Customer Experience team, the Customer Interactions Platform Manager will play a pivotal role in accelerating the digital customer and colleague experience at On the Beach. You will own, optimise, and evolve the Customer Interactions Platform (Zendesk), driving operational efficiency through automation and scalability whilst enhancing customer journeys across all contact channels to increase customer confidence, satisfaction, and support booking conversion.
What You’ll Be Doing Day To Day
- Platform Strategy & Leadership
- Own and evolve the Customer Interactions Platform (Zendesk) used across all customer-facing teams, developing and maintaining a strategic platform roadmap aligned with business objectives.
- Drive operational efficiency through automation and scalability, continuously identifying opportunities to streamline workflows and reduce manual effort.
- Map and maintain customer journeys across all contact channels (chat, WhatsApp, email, bots, ticketing) to identify opportunities for enhancing both customer and colleague experience.
- Use platform analytics, customer insights, and qualitative feedback to propose and deliver digital initiatives that increase customer confidence, reduce contact rates, and improve self-service capabilities.
- People Leadership
- Lead the Customer Solutions team (Solutions Lead and Solutions Advisers) who are responsible for platform configuration and optimisation.
- Champion a collaborative and innovative environment, supporting continuous learning and setting clear goals and performance expectations whilst coaching and developing your team.
- Build team capability in platform technical skills, customer journey thinking, and data-driven decision making.
- Stakeholder Management & Project Delivery
- Work closely with key stakeholders across multiple teams and levels, including technically minded individuals, Customer Journey Leads, and senior leadership.
- Effectively plan and prioritise the workload and roadmap for platform improvements and initiatives.
- Lead projects and channel launches end-to-end from idea to execution, managing change effectively to ensure smooth adoption.
- Liaise with Tech and Product leads to deliver initiatives that drive both customer satisfaction and operational efficiency.
- Performance & Commercial Impact
- Monitor and improve platform performance metrics including contact rates, resolution times, and self-service adoption.
- Enhance colleague experience by streamlining workflows and reducing manual effort through platform improvements.
- Demonstrate commercial impact by building business cases that show ROI from platform initiatives.
You’ll be a great addition to our team if you have the following skills, knowledge and experience:
- Proven experience managing customer/omnichannel platforms (Zendesk or similar), with strong knowledge of digital channels, APIs, integrations, and automation.
- Experienced people leader with ability to inspire and motivate teams, champion collaborative environments, and develop team capabilities.
- Excellent communicator and change manager, expert in managing multiple stakeholder relationships at all levels with ability to influence and translate technical concepts for diverse audiences.
- Strong focus on customer with passion for creating seamless, confidence-building experiences that drive satisfaction and booking conversion.
- Data literate with strong analytical and problem-solving skills, able to use platform analytics to drive decisions, measure impact, and build compelling business cases that demonstrate ROI.
- Confident leading projects and launches end-to-end from idea to execution in fast-paced, dynamic environments.
- Staying on top of industry latest developments, including AI opportunities for customer experience enhancement.
What To Expect From Our Interview Process
We’ll run a multiple stage interview process, one stage of which will be an in-person interview at our fabulous Aeroworks office in Manchester city centre. We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the Talent Acquisition team know and they will be happy to assist.
Ways of working
Our full time hours are 37.5 per week, but we don’t have rigid working hours so you can find the working pattern that’s right for you. We have core working hours between 10am - 4pm, so we can collaborate and enjoy the social side of work. We also have hybrid working so we all work from home and from our Aeroworks office in Manchester City Centre. As a team we are in the office 2 days per week (usually Tuesday & Wednesday).
Our Benefits
We offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include:
- 25 days holiday plus your birthday off.
- Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you’re away on your On the Beach package holiday.
- Access to Learnerbly learning platform, plus workshops, courses and professional qualifications.
- Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support.
- Employee Assistance Programme and free access to counselling.
- Simplyhealth Optimise Health Plan.
- Company Sick Pay scheme.
- Regular wellbeing events.
- Gym discount.
- Share Incentive Plan (SIP).
- Death in Service cover.
- Onsite subsidised coffee shop.
- The Sandbox (our very own bar).
- Food and drink discounts across a number of venues in Manchester City Centre.
- Regular social events.
- Cycle to Work scheme.
We’re On the Beach, one of the UK’s largest online package holiday specialists, with significant opportunities for growth.
Platform Manager employer: On the Beach
Contact Detail:
On the Beach Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Platform Manager
✨Tip Number 1
Get to know the company inside out! Research On the Beach's values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Customer Interactions Platform Manager. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Platform Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Platform Manager role. Highlight your experience with customer/omnichannel platforms like Zendesk, and show us how your skills align with our mission to enhance customer journeys.
Showcase Your Leadership Skills: We’re looking for someone who can inspire and lead a team. Share examples of how you’ve motivated teams in the past and created a collaborative environment. This will help us see how you can fit into our culture.
Be Data-Driven: Since we value data literacy, include specific metrics or outcomes from your previous roles that demonstrate your analytical skills. Show us how you've used data to drive decisions and improve customer experiences.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at On the Beach
✨Know Your Platform Inside Out
Make sure you have a solid understanding of Zendesk or similar customer interaction platforms. Familiarise yourself with its features, capabilities, and how it can be optimised for better customer journeys. This will show your potential employer that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your ability to inspire and motivate others, as well as how you've fostered a collaborative environment. This is crucial for the role, so be ready to discuss your leadership style and how you develop team capabilities.
✨Be Data-Driven
Brush up on your analytical skills and be prepared to discuss how you've used data to drive decisions in previous roles. Bring examples of how you've measured impact and built business cases that demonstrate ROI from platform initiatives. This will resonate well with their focus on performance metrics.
✨Understand the Customer Journey
Dive deep into the concept of customer journeys across various channels. Be ready to discuss how you've mapped customer experiences and identified opportunities for improvement. Showing that you can enhance both customer and colleague experiences will set you apart in the interview.