Product Manager - Acquiring Up to £100,000

London

About The Opportunity

Our client is a fintech scale-up within the payments sector offering comprehensive financial solutions encompassing cross-border payments and multi-currency FX accounts, providing access to over 25 currency IBANs seamlessly integrated with our debit card. Within our ecosystem, we provide an all-in-one solution, streamlining customer onboarding for effortless access to a multitude of financial services. This includes e-commerce acquisition, cash rewards, and access to various payment rails (BACS, CHAPS, SWIFT, faster payments, and SEPA) across Europe.

As Product Manager Acquiring, you will contribute to the creation and launch of new products by working with the Group Chief Operating Officer to define the Acquiring product vision and drive the associated product strategy through to delivery. You will work with key stakeholders both externally and internally to expand and grow the company’s portfolio of Acquiring products. This role is designed for a product champion who has a deep understanding of payments and e-commerce platforms, an ability to identify market opportunities, listen to customer pain points and create and deliver solutions

Responsibilities

  • Serve as the primary point of contact for merchant inquiries and concerns, ensuring timely and effective resolution. 
  • Gather and analyze merchant feedback to identify pain points, opportunities for improvement, and new feature requests.
  • Collaborate with cross-functional teams, such as engineering, design, and customer support, to prioritize and implement enhancements or solutions to address merchant needs. 
  • Obtain high level understanding of the customers’ day to day processes, payment activities and needs. 
  • Develop and maintain a deep understanding of the product and its capabilities, as well as the merchant ecosystem and industry trends. 
  • Create and maintain documentation, including FAQs and knowledge base articles, to provide self service resources for merchants and reduce support inquiries. 
  • Identify & build customized solutions for strategic customers and manage their delivery; 
  • Conduct user research and usability testing to gain insights into merchant behaviours, preferences, and pain points, and use those insights to inform product decisions.
  • Implement continual improvement within project delivery and in overseeing the quality of project management delivered to customers 
  • Collaborate with sales and marketing teams to develop materials and training programs that highlight the product's value proposition and address common merchant inquiries. 
  • Monitor and analyze merchant support metrics, such as response times and customer satisfaction scores, to identify opportunities for process improvements and optimize the support experience.
  • Stay informed about competitor products and offerings and provide recommendations for product differentiation and competitive advantage in response to merchant inquiries.
  • Continuously monitor and evaluate merchant feedback channels, such as support tickets, community forums, and social media, to proactively identify emerging trends or issues that require attention. 
  • Conduct periodic audits and assessments of payment operations to identify and address any compliance gaps or operational inefficiencies. 
  • Address customer escalations, often necessitating direct communication with customers and providing updates through client-facing teams.

About The Desired Candidate

  • Detailed understanding of Online Payment Systems, eCommerce Acquiring and associated product dynamics. 
  • Significant Acquiring product management experience with a strong track record of scoping and launching eCommerce
  • Acquiring products into market in a fast paced Fintech environment. 
  • Proven experience in analysing and defining requirements and building tech based solutions 
  • Experience with agile methodologies and an understanding of product management's role in various development methodologies. 
  • Keen desire to empathise with Business customers and understand their problems or challenges and develop compelling solutions. 
  • Ability to identify, track, and analyse both leading and lagging KPI metrics. 
  • Emphasis on customer centric-driven product design and data-driven product refinement 
  • You have the ability to work well with people from a variety of levels, roles and technical backgrounds
  • Exceptional communication and presentation skills Ability to work in a fast-paced environment

Salary

Salary up to £85,000

Additional Information

London based role with one day remote
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