loveholidays

Customer Support

• Join our Customer Strategy team as the Head of CX and Service Design for the Post-Booking Customer Experience, where you'll be instrumental in redefining and maturing how we engage with our customers after they've booked their holiday.
• Reporting directly to the VP of CX, you'll spearhead the initiative to ensure every customer journey and touchpoint, post-booking is meticulously crafted to offer unparalleled experience, enhancing our brand loyalty and positioning us as market leaders.
• Lead the development and execution of groundbreaking service design strategies that elevate post-booking customer experiences through the following capabilities: Data-Driven Decision Making, Journey Mapping & Process Improvement, SaaS Operations, Customer Communications Strategy, Customer Operations Alignment, Cross-Functional Collaboration, Team Leadership.

Head of Customer Experience – Journey Design

Product Designer

• Shape end-to-end experiences by shipping amazing new experiences that drive better conversion and engagement for our customers as we grow our footprint across Europe.
• Balance technical constraints with product needs, enabling consistent experiences so we can maintain quality across journeys and platforms.
• Ask questions, explore data and talk to users to build context, then use what you find to define hypotheses and prioritise work.
• Monitor key metrics like bookings, drop-off and NPS to stay focused on what drives value, and connect product design decisions to the data behind them.
• Communicate with clarity. Build strong narratives around your work, choosing the right approaches to proactively and openly bring people on the design journey together.
• Collaborate and unblock issues quickly, simplifying and clarifying processes for yourself and others, utilising AI to balance speed with quality and impact.
• Design with accessibility from the start. Treat it as a core part of the craft, not a final check, and understand how your work connects to both customer outcomes and loveholidays’ broader goals.

Product Designer – 12-month FTC

Product Manager

• Set and manage the Selling platform strategy alongside the Head of Engineering and Director of Design & Research.
• Work closely with the VP of Product, CPO and other Heads of Product to align on our overall product strategy and collaborate with key commercial partners including marketing and supply.
• Drive product development and delivery through amazing prioritisation, setting the pace of the teams and unblocking execution.
• Drive a detailed understanding of the performance of our selling product and its impact to both short and long term trading performance - driving a culture of commercial impact and delivery throughout the selling platform teams.
• Define and monitor our Platform Selling KPIs and evolve them over time as the business changes.
• Manage, grow and mentor a group of PMs across the Selling department.
• Work closely with our designers on product discovery, and research by deeply understanding our customers and their needs.
• Work with internal stakeholders including the CMO, CPO and CDO, communicate progress through steering with the leadership team and be part of product leadership to steer other product areas.
• Manage the Selling product budget and evolve the team structures alongside the Head of Engineering.

Head of Product

Account Executive

• Responsible for reconciliation of multiple supplier statements
• Responsible for reconciliation of virtual credit card (VCC) statements Responsible for merchant acquirer statement reconciliations
• Assist in the preparation of KPI reports Supporting with month end reporting
• Supporting the management of two inboxes Supporting the weekly payment run
• Engaging with key suppliers to resolve queries (payables/receivables)
• Supporting ad-hoc Finance Automation Projects
• Supporting ad-hoc Other areas of the wider finance team

Accounts Payable Executive

Sales

• Handle qualified, warm inbound leads generated by our marketing campaigns – no cold calling
• Deliver a first-class customer experience to all weloveholidays customers
• Advise prospective customers on destinations with expertise, credibility and authenticity
• Work to and beyond sales targets – your effort determines your success
• Represent weloveholidays as a brand ambassador and trusted source of information for our customers
• Collaborate with the German team and report directly to the UK Offline Sales Division

Travel Sales Agent

Account Manager

• Reporting to the Senior Director of Partnerships, the Partnerships Growth Manager will sit within the New Business function of Partnerships.
• You will find new partners that loveholidays does not currently work with, qualify them against our commercial criteria, build the relationship and close the deal.
• You will manage both outbound prospecting and inbound interest from potential partners, including RFPs.
• Once a new partner is signed and live, you will retain ownership through the early-life period, ensuring the commercial momentum built during acquisition is maintained through integration and first trading.
• At a defined milestone, partners may be handed over to the Partner Success team for long-term growth.
• You will work closely with Product and Tech from the earliest stage where required.

Partnerships Growth Manager

Full-stack Engineer

• Adoption of our engineering principles
• Building and running services at scale in the cloud
• Collaborating with engineers, designers, product managers within and outside of the team
• Implementing maintainable and well-tested solutions iteratively, keeping business impact and observability as a primary focus
• Understanding the wider context of the business and designing system architectures that meet short and long term business goals

Senior Software Engineer

• Outbound Transaction Management: Proactively manage and resolve issues related to pre-booked package holiday components for Czech customers (flights, hotels, transfers, etc.).
• Social Media Engagement: Act as the primary responder for customer inquiries and engagement across social media channels, initially focusing on Facebook and Twitter, with the flexibility to expand to new channels as the market grows.
• Complaint Resolution: Serve as the final escalation channel, handling complex customer complaints and issues efficiently and empathetically, including outbound calling when necessary to resolve urgent matters.
• Market Insight: Support the Marketing team by providing valuable market insights, understanding customer trends, and sharing knowledge about what motivates customers in the Czech market.
• Content & Quality Assurance: Support content teams with expert translations and vet both internal and customer-facing documents and web content for correct spelling and grammatical accuracy in Polish.
• Chatbot Training: Collaborate with the Tech team to train our chatbot, Sandy, helping it to effectively learn and communicate fluently in Czech.