Platform Manager - Customer Interactions
10 hours ago
London
We’re On the Beach! Since 2003, we've 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 something much bigger - premium beach destinations, long-haul adventures, and vibrant city breaks – and that’s just the beginning of our story. We send around two million holidaymakers on their dream breaks every year. And we're still growing. Powered by our deep-rooted entrepreneurial spirit, proprietary tech, curiosity and our incredible people, we’re accelerating - delivering best in class technology, the ultimate holiday app, and experiences that keep our customers coming back for more. Ready to build the future of travel with us? About The Role 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, • 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, • 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, • 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, • 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, • 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