Senior Commercial Finance Manager in London

Job Description

Why loveholidays?

We’re the world’s fastest-growing online travel agent, on a mission to open the world to everyone with unlimited choice, unmatched ease and unmissable value.

At loveholidays, our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

The impact you’ll have:

To support loveholidays’ goal of becoming Europe's largest dynamic package holiday operator, this position will be instrumental in working with the ‘Managing’ component of our operating model.

Managing focuses on our customers ‘post-booking experience, balancing the cost to service a booking with the right service level to ensure we deliver a strong net promoter score.

We want to understand all the touchpoints post booking, particularly where we lose margin and put in process and initiatives to reduce our margin leakage.

The Managing function is newly created and it is paramount the successful candidate will be able to integrate themselves within this area of the business, to really understand what Managing does, and how it can continuously evolve to deliver business value and most importantly provide scalability of operations.

As a result this is a fast-paced and relatively unstructured role, which requires a structured thinker and strong problem solver.

The role is based in Hammersmith, London and will report into the Head of Commercial Finance, with close ties to the Director of Customer Success, Director of Customer Services, as well as, the Managing Executive team.

Your day-to-day:  

• Work with the Managing leadership team to ensure they have the right KPIs to track performance, balancing service and cost
• Ensure Managing have full visibility of their costs and the different MI cuts required to improve decision making around operational efficiency. Ensure costs are in line with budget and any additional spend is supported by business cases for approval in our monthly investment committees
• Translate how impacts from trading will impact Managing resource levels and ensure the operational teams are able to deliver consistent levels of service to all customers
• Work with Managing to scope out the right resource planning software required to systemise all customer service agent activity and planning
• Budgeting and forecasting all supplier costs for Managing so we understand the cost of all activity conducted by managing and work closely with Managing to optimise the cost base through contract negotiations
• Understand how the Managing roadmap will deliver value to the business, particularly around building technology solutions for our customers to manage bookings and to make our customer service agents more efficient and productive
• Work closely with Customer Success, Customer Services, Product and Analysts, as well as internal finance team members

• Other ad-hoc project work as required

Your skillset:

• Qualified Accountant (minimum 4+ years post qual)
• Experience working with high volumes of data with the aptitude to understand vast and complex information, and convey in a simple, clear and concise manner
• Experience working alongside customer service centre, technology and product teams
• Knowledge of customer centric metrics like NPS, LTV, repeat and retention rate
• Excellent stakeholder management experience as this is a pure business partner role
• Extremely diligent and delivers on time
• Organised, task focused and will go the extra mile to get things done

Perks:

• 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.

And we value the insight and potential you could bring on our continued journey.

The interview journey:

• TA Screening - 30 mins
• 1st Stage with Head of Commercial Finance (Hiring Manager) and People rep - 1 hr
• 2st Stage with Finance Director and Head of Commercial Finance with case study presentation - 1hr 30 mins
• 3rd Stage with representatives from Managing Leadership team - 30 mins

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