Platform Manager

We're On the Beach Since 2003, we've been rewriting the rules of how people discover, book, and experience their perfect getaway. What started as connecting people to short-haul beach holidays has evolved into something much bigger - premium beach destinations, long-haul adventures, and vibrant city breaks – and that's just the beginning of our story. We send around two million holidaymakers on their dream breaks every year. And we're still growing. Powered by our deep-rooted entrepreneurial spirit, proprietary tech, curiosity and our incredible people, we're accelerating - delivering best in class technology, the ultimate holiday app, and experiences that keep our customers coming back for more. Ready to build the future of travel with us? About The Role As part of the newly formed Customer Experience team, the Customer Interactions Platform Manager will play a pivotal role in accelerating the digital customer and colleague experience at On the Beach. You will own, optimise, and evolve the Customer Interactions Platform (Zendesk), driving operational efficiency through automation and scalability whilst enhancing customer journeys across all contact channels to increase customer confidence, satisfaction, and support booking conversion. What You'll Be Doing Day To Day Platform Strategy & Leadership Own and evolve the Customer Interactions Platform (Zendesk) used across all customer-facing teams, developing and maintaining a strategic platform roadmap aligned with business objectives Drive operational efficiency through automation and scalability, continuously identifying opportunities to streamline workflows and reduce manual effort Map and maintain customer journeys across all contact channels (chat, WhatsApp, email, bots, ticketing) to identify opportunities for enhancing both customer and colleague experience Use platform analytics, customer insights, and qualitative feedback to propose and deliver digital initiatives that increase customer confidence, reduce contact rates, and improve self-service capabilities People Leadership Lead the Customer Solutions team (Solutions Lead and Solutions Advisers) who are responsible for platform configuration and optimisation Champion a collaborative and innovative environment, supporting continuous learning and setting clear goals and performance expectations whilst coaching and developing your team Build team capability in platform technical skills, customer journey thinking, and data-driven decision making Stakeholder Management & Project Delivery Work closely with key stakeholders across multiple teams and levels, including technically minded individuals, Customer Journey Leads, and senior leadership Effectively plan and prioritise the workload and roadmap for platform improvements and initiatives Lead projects and channel launches end-to-end from idea to execution, managing change effectively to ensure smooth adoption Liaise with Tech and Product leads to deliver initiatives that drive both customer satisfaction and operational efficiency Performance & Commercial Impact Monitor and improve platform performance metrics including contact rates, resolution times, and self‐service adoption Enhance colleague experience by streamlining workflows and reducing manual effort through platform improvements Demonstrate commercial impact by building business cases that show ROI from platform initiatives You'll be a great addition to our team if you have the following skills, knowledge and experience Proven experience managing customer/omnichannel platforms (Zendesk or similar), with strong knowledge of digital channels, APIs, integrations, and automation Experienced people leader with ability to inspire and motivate teams, champion collaborative environments, and develop team capabilities Excellent communicator and change manager, expert in managing multiple stakeholder relationships at all levels with ability to influence and translate technical concepts for diverse audiences Strong focus on customer with passion for creating seamless, confidence-building experiences that drive satisfaction and booking conversion Data literate with strong analytical and problem-solving skills, able to use platform analytics to drive decisions, measure impact, and build compelling business cases that demonstrate ROI Confident leading projects and launches end-to-end from idea to execution in fast-paced, dynamic environments Staying on top of industry latest developments, including AI opportunities for customer experience enhancement What To Expect From Our Interview Process We'll run a multiple stage interview process, one stage of which will be an in-person interview at our fabulous Aeroworks office in Manchester city centre. We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the Talent Acquisition team know and they will be happy to assist. Ways of working Our full time hours are 37.5 per week, but we don't have rigid working hours so you can find the working pattern that's right for you. We have core working hours between 10am - 4pm, so we can collaborate and enjoy the social side of work. We also have hybrid working so we all work from home and from our Aeroworks office in Manchester City Centre. As a team we are in the office 2 days per week (usually Tuesday & Wednesday). Our Benefits We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These Include 25 days holiday plus your birthday off Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday Access to Learnerbly learning platform, plus workshops, courses and professional qualifications Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support Employee Assistance Programme and free access to counselling Simplyhealth Optimise Health Plan Company Sick Pay scheme Regular wellbeing events Gym discount Share Incentive Plan (SIP) Death in Service cover Onsite subsidised coffee shop The Sandbox (our very own bar) Food and drink discounts across a number of venues in Manchester City Centre Regular social events Cycle to Work scheme We're On the Beach One of the UK's largest online package holiday specialists, with significant opportunities for growth.