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

We have an exciting opportunity for a Senior Product Manager to join our Customer Experience team at On the Beach. This is a role for someone who thrives on building solutions that genuinely matter - you'll be directly responsible for products that touch every single one of our customers and drive meaningful business outcomes.

As Senior Product Manager - Customer Experience, you'll be at the heart of transforming how customers interact with us throughout their journey. This is a hands-on role where you'll have the autonomy to move fast, experiment boldly, and deliver solutions that customers actually love using.

What you’ll be doing day to day

• Drive product discovery and strategy for customer-facing solutions, from initial concept through to delivery and iteration
• Build 0-1 solutions that solve real customer problems whilst driving business growth - we're particularly focused on loyalty, retention, and self-service capabilities
• Own the roadmap for customer experience products, balancing customer needs with commercial objectives and technical feasibility
• Work closely with Engineering to ensure solutions are delivered on time, within scope, and exceed expectations
• Collaborate extensively with Marketing, Customer Interactions, and Finance teams to ensure products integrate seamlessly across the customer journey
• Champion data-driven decision making - use analytics to understand customer behaviour, measure success, and identify opportunities
• Focus relentlessly on customer outcomes - improving CSAT and NPS whilst simultaneously growing self-service adoption and reducing operational costs
• Lead stakeholder communication across the business, presenting insights, progress, and recommendations to senior leadership
• Manage the competing demands of multiple workstreams whilst maintaining focus on delivering value early and often

You’ll be a great addition to our team if you have the following skills, knowledge and experience

Essential:

• Proven track record as a Senior Product Manager with responsibility for customer-facing products
• Experience building 0-1 solutions - you've taken products from concept to launch and beyond
• Demonstrated success in growing self-service adoption whilst maintaining or improving customer satisfaction scores
• Strong analytical mindset with experience using data to drive product decisions and measure success
• Excellent stakeholder management skills - you can influence without authority and build consensus across diverse teams
• Bias for action - you're comfortable making decisions with incomplete information and iterating based on learnings
• Customer obsession - you genuinely care about solving real problems for real people

Highly Desirable:

• Loyalty or retention programme experience - you understand what drives customer behaviour and lifetime value
• Customer account management or self-service platform experience - you've built tools that customers and agents love using
• Experience with agent tooling and internal operations platforms
• Track record of working in fast-paced, high-growth environments where priorities can shift quickly

Industry agnostic - we care about your ability to deliver results, not your CV background. Whether you've worked in fintech, e-commerce, SaaS, or anywhere else, if you're passionate about customer experience and have a track record of shipping products that work, we want to hear from you.

Why you’ll love working here

• Real impact - your work directly affects millions of customers and drives genuine business outcomes
• Minimal guardrails - we trust you to make the right decisions and give you the autonomy to do so
• Move fast - we're not a corporate machine. If you have a good idea and can make the case, you can have it in front of customers quickly
• Ever-changing landscape - this role will evolve as we grow, with opportunities to get stuck into new challenges and shape the direction of the business
• Innovation-focused - we're looking for someone ready to shake things up and challenge the status quo
• Strong technical partnership - you'll work closely with brilliant engineers who care as much about customer outcomes as you do
• Direct leadership access - you'll report directly to the Head of Product and have regular interaction with senior leadership

What to expect from our interview process

We have a thorough interview loop for this position given its authority, where you’ll have the opportunity to meet peers, leaders and stakeholders from across the business. We’ll aim to progress your candidacy quickly, provide feedback every step of the way, and ensure that when we’re ready to make an offer, you’ve got all the information you need to say yes with confidence.

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. You’ll be in the office every other Tuesday, and you’re more than welcome to come in more if you’d like. Obviously, these expectations might change if the needs of the business change, too.

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

Ready to make a difference? We're looking for someone who can start as soon as possible and hit the ground running. If you're excited about building products that customers genuinely love whilst driving commercial success, we'd love to hear from you.

Don't tick every box? Apply anyway. We're looking for brilliant people who bring diverse perspectives and experiences. If you're excited about this role and think you could do great work here, we want to hear from you - even if your background doesn't match every single requirement listed above.