Why loveholidays? 

At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. 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’ mission to open the world to everyone, this senior business partnering position will be instrumental in working with the ‘Managing’ component of our operating model.

Managing focuses on our customers ‘post-booking’ experience, balancing the operational cost to service a booking with the right service level to ensure we deliver on our objectives. We want to understand all the touchpoints post booking, particularly how we can most efficiently service customers and where we lose margin, so we can establish processes and initiatives to improve these.

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 we continue to grow. As a result this is a fast-paced role with the scope to be further shaped and 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 Strategy, Director of Customer Experience, 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 measure performance, balancing service and cost
  
  
• Ensure Managing have full visibility of their costs and the different views 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 the right technology tools and solutions to systemise all customer service agent activity and planning
  
  
• Budgeting and forecasting all costs for Managing and work closely with Managing leadership to optimise these through process efficiencies and 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 Strategy, Customer Experience, Product, Tech 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 of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits: 

• 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
• Enhanced maternity/paternity 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:

1. TA Screening - 30 mins
   
2. 1st Stage with Head of Commercial Finance and People Partner - 1 hour
   
3. 2nd Stage with VP of Commercial Finance and Head of Commercial Finance with case study presentation - 1hr 30 mins
   
4. 3rd Stage with representatives from Managing Leadership team - 30 mins