Senior Manager driving strategic initiatives at Jiko, which offers innovative financial solutions. Collaborating with executive leadership to foster growth and operational efficiency in a fintech environment.
About the role
- Lead Business Operations for Holiday Activities platform, aligning strategy and operations for growth. Manage cross-functional teams to deliver exceptional customer outcomes in fast-paced environment.
Responsibilities
- Own the strategy, roadmap, and delivery of the HolidayActivities platform, ensuring it meets business objectives and customer needs.
- Collaborate with stakeholders to align platform development with commercial priorities and market opportunities.
- Monitor performance and provide data-driven insights to optimise product functionality and adoption.
- Ensure Salesforce and other core systems are configured for efficiency, scalability, and actionable insights.
- Identify, implement, and refine processes across Product, Support, and Account Management to improve operational performance and team effectiveness.
- Lead and mentor multi-disciplinary teams (Product, Support & Account Management), fostering a culture of accountability, collaboration, and continuous improvement.
- Provide clarity on priorities, goals, and expectations to align team outputs with business objectives.
- Support onboarding, training, and integration of temporary or seasonal staff to maintain high performance during peak periods.
- Lead the Account Management function to drive proactive engagement, retention, and satisfaction of existing customers.
- Identify opportunities for upsell, cross-sell, and expansion of customer relationships.
- Work closely with Marketing teams to provide product knowledge, insights, and strategies that drive adoption and revenue growth.
- Manage the Support team to deliver timely, empathetic, and high-quality customer service.
- Ensure customer feedback and insights are shared with product and commercial teams to inform continuous improvement.
Requirements
- Proven experience in a leadership role overseeing multi-disciplinary teams, ideally including Product, Account Management, and Customer Support within the SaaS/Tech industry.
- Ability to set strategic direction for a product or platform, balancing commercial objectives, customer needs, and operational realities.
- Demonstrable commercial acumen with experience driving customer retention, growth, and revenue through strategic initiatives.
- Experience collaborating with senior leadership to shape product strategy, roadmap priorities, and go-to-market plans.
- Strong understanding of SaaS platforms, including product lifecycle management, feature delivery, and operational scalability.
- Ability to quickly grasp product functionality and provide strategic input, even without a traditional Product Management background.
- Skilled at interpreting data, KPIs, and customer insights to drive decision-making and optimise product and operational performance.
- Experience implementing and optimising business systems (e.g., Salesforce or other CRM platforms) to improve efficiency, reporting, and scalability.
- Experience identifying process gaps, implementing improvements, and ensuring consistent, high-quality outcomes across teams.
- Proven ability to lead, motivate, and develop high-performing, cross-functional teams in a fast-paced environment.
- Skilled at providing clarity of priorities, managing competing demands, and ensuring teams are aligned with broader business objectives.
- Exceptional communication and stakeholder management skills, able to influence across all levels of the organisation.
- Analytical, data-driven, and comfortable making decisions based on insights from multiple sources.
- Adaptable, resilient, and able to thrive in a fast-paced and rapidly evolving environment.
- Strong organisational skills, able to manage multiple projects and priorities simultaneously.
- Collaborative mindset with the ability to foster a culture of accountability, continuous improvement, and innovation.
Benefits
- 4-day working week
- Flexible working schedule/work-from-home opportunities
- Onsite gym facilities
- Annual personal and professional development budget
- Buying and selling holiday scheme
- Additional holiday for length of service
- Onsite trained mental health and well-being champions
- Monthly lunch club (on us)
- Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives)
- Enhanced maternity, paternity and adoption benefits
- Electric car scheme
- Cycle to Work Scheme
- Eye examination scheme
- Financial contribution to the set up of work-from-home environments
- Use of new and leading technology in the form of Apple products
- Frequent company-funded social events
- Office closure between Christmas & New Year
- Access to continuous learning and development opportunities
- Comprehensive employee referral scheme
- Casual Dress Code
- Enhanced pension payments
- Retail vouchers
- Private medical insurance
- Dental plan
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