Head of Partner Operations

2 weeks ago

Nottingham, United Kingdom UNiDAYS Full time

**The role in a nutshell**:
As the Head of Partner Operations, you will be responsible for overseeing all aspects of **UNiDAYS** partner support and ensuring a seamless experience for our B2B2C partners. The team will deliver end-to-end partner onboarding experience including supporting our new business team. For our existing partnerships, the team will be responsible for supporting commercial teams in executing against their respective account plans including the following: tactical promotions execution, partner affiliate network tracking best practices, partner competitive shopping, auditing, billing readiness, code management and leading the partner support function

**Day to day responsibilities**:
**_ Pre-sales and launching new partnerships_**
- **Pre-Sales. **Developing our pre-sales capabilities to collaborate with partners to understand their needs, present our solutions, and create customised proposals. Working closely with internal teams, you'll ensure a smooth transition from pre-sales to post-sales support. Your ability to communicate technical concepts clearly is crucial for securing successful partnerships and contributing to our business growth.
- **Defining and owning the end-to-end launch process.** Work with the Commercial Operations, Retail, and Business Development teams to define the partner launch process for new partnerships for each of our implementation types: Partner side verification, affiliate networks, and **UNiDAYS** direct tracking.
- **Launch roadmap**. Manage regular launch prioritisation meetings with the commercial team to ensure we're focusing on the right launches that support commercial account plans. Create visibility of the partner launch pipeline for commercial stakeholders to ensure internal teams and partner expectations are aligned.
- **Creating new partner launch plans.** Working closely with the business development team to create our partner's launch plan. Bringing together the relevant teams to execute against that plan including Marketing, CRM, Business Development, Account Manager, and most importantly the partner.

**_Existing partner support_**
- **Executing partner promotional activity. **The team will be receiving promotional and medis briefs for fulfilment including relevant collateral and partner codes from the account management team. They'll then be making the relevant changes to the partner connect / marketing teams and notifying the commercial team when work is complete.
- **Code management. **Ongoing management of evergreen partner offers. Ensuring our partner codes are working correctly and we have sufficient codes available. The team will be monitoring code availability across our partners and contacting our partners when additional codes are required. You'll also partner with our Data and Insight team to improve our monitoring capabilities and explore opportunities to create more automation in how we manage this with our partners.
- **Monthly manual billing. **You'll be creating the link between our partners and the **UNiDAYS** finance team relating to our manual billing process. Ensuring that all data is received from partners monthly, in the correct format, and then uploaded to our CRM system for billing by our finance team.
- **Credit notes. **As with the manual billing process, the team will be receiving monthly return/cancellation data from partners. Then submit the relevant credit request via our CRM system.
- **Network media campaign. **Ensuring all sold media IO's values are added into our affiliate networks in the relevant months and with the correct reference numbers to support a more effective revenue recognition process.
- **Network CPA change audit**. Where our commercial team are making changes to our partners contracts the team will be confirming those rates are accurately reflected within the relevant affiliate network.
- **Support tooling. **You'll work closely with commercial operations to understand connectivity with our Salesforce CRM so that we're able to have visibility on our partner's support requirements.
- **Competitive shopping.** Weekly competitor shopping audit across **UNiDAYS** competitors to support building **UNiDAYS** competitor insight

**_Reporting and SLA management_**
- **Defining partner service levels. **As well as executing against our partner brief you'll need to understand the impact of the support work being completed by your team. You'll be analyzing the types of inbound requests to identify where there is low-impact work or where we are not providing the appropriate level of service for our partners.
- **KPI's. **Establish and track performance metrics and KPIs for partner support teams. Managing partner support service standards for efficiency and timeliness..
- **Continuous improvement. **Recommend improvements to partner support services.
- **Service improvement. **Address deviations from service levels and implement corrective measures.
- **Reporting. **Working with Data and Insight (where data

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