Plum

Product Manager

• Lead the strategy and execution for Plum’s Payments and FinCrime platforms, covering areas such as payment orchestration, fraud prevention, AML transaction monitoring, and safeguarding controls.
• Define and deliver large-scale, cross-functional initiatives that enable fast, reliable, and compliant money movement, while embedding intelligent financial crime detection across the customer journey.
• Design and scale highly reliable systems where payments are processed in real time and transactions are continuously evaluated for fraud and compliance risks, ensuring full traceability and auditability.
• Balance customer experience with risk controls, ensuring fraud and compliance measures are effective but minimally intrusive to Plum’s simple and automated user experience.
• Partner closely with engineering, data, risk, compliance, operations, and external partners to ensure product decisions align with regulatory expectations, internal controls, and business objectives.
• Leverage data, automation, and machine learning to continuously improve fraud detection, reduce false positives, and enhance the efficiency of financial crime operations.
• Build platform capabilities that enable internal teams and partners to integrate seamlessly with payments and FinCrime systems, supporting scalability as Plum grows.
• Lead, mentor, and scale a team of Product Managers, fostering strong product thinking, clear ownership, and high-quality execution.

Group Product Manager – Payments, FinCrime

Customer Success Manager

• Own onboarding and continuous training programs for Plum’s Customer Success agents
• Develop digital educational material (e.g. videos and manuals) and constantly update the existing content
• Organize training sessions, workshops onsite and remotely, about product features and Support techniques
• Develop the quality assurance framework, scorecards and calibration processes
• Partner with Team Leads to support performance improvement and targeted coaching plans
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic knowledge for Plum products including communication and troubleshooting skills
• Review QA insights to identify individual and team skill gaps and liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Continuously improve learning processes, support quality and knowledge management practices

Customer Success Lead – Training & Quality

Financial Planning and Analysis

• Partner with the business (in particular product and marketing / growth) to make sure we prioritising the right initiatives;
• Evaluate the economics and pricing for potential initiatives;
• Build and own financial models, including scenario and in-depth ad-hoc analysis
• Use AI to drive analysis and insight faster (our team now uses Claude Code on a daily basis)
• Develop frameworks to gain insights into revenue, costs, margins;
• Build strong relationships with key stakeholders, becoming a trusted strategic partner;
• Support on fundraising, investor management, board reporting;
• Embrace automation / AI across all Finance processes.

Strategic Finance Associate

• Solving problems our users encounter when using the Plum app
• Communicating with our customers via Customer Success channel and email
• Helping ensure all user queries are resolved on social media
• By using insights from customer interactions work with product teams for improvements
• Reporting potential operational issues to the operations and tech team

Customer Success Agent

Data Analyst

• You will define and evolve Plum’s analytics strategy, including ownership of core metrics, experimentation standards, and measurement frameworks across the company
• You will mentor and guide Data Analysts embedded in product squads (dotted-line), helping raise the quality and impact of their work, while partnering closely with the Data Platform and Machine Learning teams
• You will lead high-impact, cross-functional projects (e.g. growth, retention, monetisation, or product optimisation), from problem definition through to insight and recommendation
• You will regularly partner with senior leadership across product, engineering, design, finance, marketing and ops to influence decisions with data and shape product and business strategy

Lead Data Analyst

Social Media Manager

• Build strong and fruitful relationships with journalists across national and consumer press in the UK.
• Act as the first point-of-contact for media requests, speaking articulately on behalf of the company in line with the company’s values.
• Create and deliver an organic social media plan that shares our news and brand messages with our growing audience.
• Create and deliver a pipeline of creative stories and pitches for traditional media.
• Work on digital PR campaigns to improve our search rankings and visibility on LLMs.
• Monitor and report on our press coverage and social media output.
• Get to know our customers and share our growing collection of case studies across traditional and social media.
• Write from concept to completion high-quality communications materials, including press releases and comments that journalists find genuinely interesting.
• Ensure that all materials present a clear, unified, and positive image for the organization and/or brand.
• Perform other related duties as assigned.

Group Product Manager – Payments, FinCrime

Customer Success Lead – Training & Quality

Strategic Finance Associate

Customer Success Agent

Lead Data Analyst

Consumer PR, Social Media Manager