Strategy and Operations Manager

The Strategy and Operations Manager plays a crucial role in running the PayPal Here business and delivering strategic initiatives to increase customer acquisition & engagement, and improve the customer experience. They will be involved in all aspects of the PayPal Here business, from sales to customer service and from supply chain management to strategic partnerships, with a focus on business continuity as well as driving change and improvement.

This will involve a broad range of activities, including for example:

• Planning and leading initiatives that support the PayPal Here strategy. Setting up and maintaining analysis & reporting to ensure accurate tracking of these initiatives
• Partnering with the Sales teams in the engagement of strategic PayPal Here partners and/or customers from lead generation to launch. Coordinating the activities of internal and external stakeholders to accelerate 'time to market' of new opportunities and increase the bottom line impact of existing relationships
• Setting acquisition targets across our sales and customer support channels. Designing and implementing campaigns to meet these targets
• Analysing customer experiences and business processes, identifying and tracking KPIs that measure their performance, and implementing programmes to drive improvements in these KPIs
• Identifying all possible sources of customer feedback and developing insights from them to inform and deliver initiatives that improve the customer experience
• Collaborating with the Marketing team to develop propositions that target specific customer segments and use case. Take ownership of testing and launching of these across our sales channels

Education:

Bachelors, MBA or further study qualification desirable.

Experience:

• Experienced project manager with a track record for planning and implementing programmes with clearly defined and measurable performance targets
• Equipped with a track record of excellent execution, a hands-on 'get things done' mind set, combined with an eye for detail
• Experience in financial services and/or technology or two-sided networks, and familiarity with the UK Small & Medium-sized Businesses sector a plus

Skills & Abilities:

• Strong financial and analytic skills, including business case development, business modelling, KPI definition, report creation, analysis of large sets of data, financial forecasting
• Commercially savvy, experienced in building fruitful relationships with external parties
• Customer focused, naturally including customer perspective in plans, decisions and actions, always seeking customer feedback
• Ability to work and lead cross-functionally with many teams including Product Management, Marketing, Sales, Legal, Risk, Support and Operations
• Comfortable with ambiguity and frequent context-switching in a fast-paced environment
• Self-starter, able to operate independently and be successful with limited need for guidance