Who we are ¡Hola We’re On the Beach. We send nearly two million people on holiday every year (not together) and we’re expecting to get to three million pretty sharpish. Why? Because we’re the only holiday company who truly gets why going on your holidays is the best week or two of the year. With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, we’re challenging existing players and redefining how customers book, manage and experience their holidays. And it doesn’t stop there. With huge opportunities for growth, we’re on a long-term mission to become Europe’s biggest and most loved online retailer of beach holidays, so our story’s only really just begun… We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans. We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA. You'll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community. What you'll be doing We have a fantastic opportunity for a Customer Interaction Platform Manager to join our fabulous Customer Experience Team here at On the Beach As part of the newly formed Customer Experience team, the Customer Interaction 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, used across all customer facing teams, aiming to increase customer confidence and satisfaction. Key Responsibilities: You will lead our Customer Solutions team who are responsible for the Customer Interactions Platform, a small team made up of 1 x Solutions Lead and 3 x Solutions Advisors. You will champion a collaborative and innovative environment, supporting continuous learning and setting clear goals and performance expectations whilst coaching and developing your team. You will map and maintain customer journeys to identity opportunities for enhancing both - customer and colleague experience. You will be using insights as well as raw data points and qualitative feedback to propose new digital initiatives to deliver best in class customer and colleague experiences, driving customer and commercial value, and improving ENPS. You will be working closely with the key stakeholders, including technically minded individuals, to effectively plan and prioritise the workload and roadmap for platform improvements and initiatives. Skills you will bring to the beach You’ll have experience managing customer/omni channel platforms. You’re an excellent communicator, with change management and presentation skills. You’re an experienced people leader, with the ability to inspire and motivate. You’re an expert in managing multiple stakeholder relationships at all levels, with the ability to operate and influence. You have a strong focus on the customer and a good understanding of digital channels, including BOTs, LiveChat, WhatsApp, Ticketing. You’re confident leading projects and launching end-to-end: from idea to execution. You demonstrate strong problem-solving skills, results-oriented mindset and are data literate. You’re staying on top of industry latest developments, including AI opportunities. You’re experienced in working within a fast-paced, dynamic environment. What to expect from our interview process 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 People team know and they will be happy to assist. Ways of working We have a Hybrid way of working here at On the Beach 2 days a week in our Aeroworks HQ in Manchester (10 minute walk from Piccadilly station) and 3 days a week working from home. Our benefits We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include: 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 25 days holiday plus your birthday off Flexible working hours and hybrid working 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 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 Cycle to Work scheme