Customer Lifecycle Manager

2 weeks ago

Dublin, Dublin City, Ireland TN Ireland Full time

Social network you want to login/join with:

Booking Holdings (NASDAQ: BKNG) is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. For more information, visit BookingHoldings.com and follow us on X (formerly known as Twitter) @BookingHoldings.

Booking Holdings Financial Services (hereinafter "BHFS") provides financial services in the form of payment services and e-money products across all the brands. BHFS is committed to conducting its business in compliance with applicable laws, regulations and guidelines, with integrity and to the highest ethical standards.

Job Summary

The Customer Lifecycle Manager role is required to support the ongoing development, implementation and oversight of the BHFS customer lifecycle and payment product. Accountable for leading the development, enhancement and ongoing management of new and existing customer-facing BHFS financial products including (where relevant) pricing, design, market position, customer journeys and new opportunities/initiatives, in line with regulatory obligations. Works closely with senior leadership and external stakeholders to define, develop and deliver the product strategy from a BHFS perspective.

The role reports to the BHFSI Director of Operations. The role exists to support the end-to-end customer lifecycle, oversight and monitoring of outsourced processes and functions for Booking Holdings Financial Services, to ensure:

  1. Compliance to the Consumer Protection Code, Consumer Duty Principle and Payment Services Regulations
  2. The stability and resilience of payment services to Booking Holdings Group customers
  3. The voice of the customer is tracked, monitored and enhancements identified to promote positive customer experiences and outcomes
  4. That operations conform to effective and efficient business practices.

The job holder will work in partnership with the BHFS UK Operations team to ensure a consistent approach to customer lifecycle management and the efficient and effective management of shared service providers of the BHFS Group.

Key Responsibilities

  1. Ownership of the customer related regulatory requirements lifecycle
  2. Ownership of all BHFS partner facing comms and other customer facing materials (e.g. FAQs, Partner Help articles, Partner Statements) to ensure that they meet regulatory and business requirements
  3. Ownership of the partner agreement lifecycle (e.g. offer and acceptance of Ts&Cs, audit trails, version control and customer availability of Ts&Cs, changes to Ts&Cs, termination of agreement and offboarding) and the single point of contact for content changes
  4. Service Management engagement lead and providing oversight and assurance testing on Contact and Complaint Management with outsourced service providers to ensure outsourcing regulatory obligations are fulfilled
  5. Primary engagement channel with solution design teams, payment product & development, program management, customer and service management channels including ensuring appropriate processes and controls are implemented and maintained in line with BHFS requirements
  6. Customer Impact Error Design, Implementation and ongoing oversight to fulfill regulatory obligations
  7. Responsible for supporting all regulatory return inputs such as customer complaints, customer base metrics, errors and customer impacting incidents to ensure appropriate visibility is achieved for all customer impacting issues
  8. Development and maintenance of the end-to-end customer journey, including process and risk taxonomy

Knowledge and Skills

The Customer Lifecycle Manager must have a Bachelor's Degree and at least 5 years relevant experience in a regulatory environment with demonstrable experience working in an outsourced service environment within the banking/payments sectors managing a comprehensive customer lifecycle. The ideal job candidate will have the following experience of:

  1. Working in a cross functional collaborative high paced environment
  2. Developing, implementing and managing customer lifecycle frameworks and associated controls
  3. Developing policies, processes and procedures as part of broader regulatory frameworks
  4. Oversight and stakeholder management of outsourced service providers within a regulated payments business
  5. Experience of supporting regulatory returns pertaining to customer errors, incidents and complaints.

The ideal job candidate will possess the following knowledge and skills:

  1. Excellent communication, influencing and persuasion skills
  2. Highly organized and efficient
  3. In-depth knowledge of the customer and payments regulatory landscape
  4. Expert understanding of Outsourcing Requirements as specified by the EBA and FCA, Consumer Protection Code, Consumer Duty and Payment Services Regulations
  5. Highly advanced knowledge of specific professional/technical discipline, combining theory, organisational practice and market practices.
  6. Experience establishing end to end customer lifecycle frameworks in an outsourced environment ensuring appropriate controls, monitoring and reporting is in place

Booking Holdings Financial Services International Ltd. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are committed to treating all employees equally, regardless of gender, civil status, family status, sexual orientation, religious belief, age, disability, race or membership of the traveler community. We believe embracing equality and diversity in the workplace benefits not just our organisation but also individual employees, departments and our customers.

This policy extends to every phase of the employment process including, but not limited to, recruitment, selection, placement, transfer, training and development, position elimination, restructure, promotion, compensation, benefits, layoffs, termination, and all other conditions or privileges of employment. Booking Holdings Financial Services International Ltd is an Equal Employment Opportunity employer and makes hiring decisions based solely on qualifications, merit, and business needs at the time.

#J-18808-Ljbffr

  • Customer Lifecycle Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Booking Holdings Full time

    Booking Holdings (NASDAQ: BKNG) is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to...

  • Customer Lifecycle Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Booking Holdings Full time

    Booking Holdings (NASDAQ: BKNG) is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to...

  • Customer Lifecycle Manager Specialist

    2 weeks ago

    Dublin, Dublin City, Ireland Booking Holdings Full time

    **Company Overview**Booking Holdings is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK, and OpenTable.The mission of Booking Holdings is to make it easier for everyone to...

  • Customer Lifecycle Specialist

    2 days ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    At TN Ireland, we're looking for a skilled Customer Lifecycle Specialist to join our team.About the RoleThe successful candidate will be responsible for supporting the development, implementation and oversight of the BHFS customer lifecycle and payment product. This includes leading the development, enhancement and ongoing management of new and existing...

  • Customer Lifecycle Program Manager

    7 days ago

    Dublin, Dublin City, Ireland Booking Holdings Full time

    **Job Summary**The Customer Lifecycle Manager role is a key position within Booking Holdings Financial Services, responsible for supporting the development, implementation, and oversight of the BHFS customer lifecycle and payment product.Key responsibilities include leading the development, enhancement, and ongoing management of new and existing...

  • Customer Lifecycle Strategist

    3 days ago

    Dublin, Dublin City, Ireland Booking Holdings Full time

    Job DescriptionThe Customer Lifecycle Manager role is a critical position within Booking Holdings Financial Services, responsible for supporting the ongoing development, implementation, and oversight of the BHFS customer lifecycle and payment product.This role requires strong leadership skills to lead the development, enhancement, and ongoing management of...

  • Customer Lifecycle Solutions Manager

    2 days ago

    Dublin, Dublin City, Ireland Booking Holdings Full time

    Booking Holdings Financial Services (BHFS) is the leading provider of online travel and related services, catering to consumers and local partners in over 220 countries through its five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK, and OpenTable. The company's mission is to make it easier for everyone to experience the world.BHFS...

  • Customer Lifecycle Operations Manager

    2 days ago

    Dublin, Dublin City, Ireland Amach Full time

    We are Amach, an industry leader in technology-driven solutions with a presence in Dublin and remote teams across the UK and Europe.Our unique blend of local and nearshore talent delivers high-quality, collaborative solutions.We specialise in cloud migration, development, digital transformation, and emerging technologies like agile software development,...

  • Customer Lifecycle Manager Senior Professional

    3 days ago

    Dublin, Dublin City, Ireland Booking Holdings Full time

    About the RoleThe Customer Lifecycle Manager will play a crucial part in shaping the customer experience for Booking Holdings Financial Services. Reporting to the BHFSI Director of Operations, this role is responsible for leading the development, enhancement, and ongoing management of new and existing customer-facing BHFS financial products.

  • Interim Head Of Customer Lifecycle Management

    2 days ago

    Dublin, Dublin City, Ireland Amach Full time

    About us: Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.Established in 2013, we specialise in cloud migration and development, digital transformation including agile...

  • Interim Head of Customer Lifecycle Management

    3 weeks ago

    Dublin, Dublin City, Ireland Amach Full time

    About us:Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.Established in 2013, we specialise in cloud migration and development, digital transformation including agile...

  • Automation Engineer for Customer Lifecycle Management

    6 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Job OverviewCpl Healthcare is partnering with a leading global financial organization to hire a QA Automation Engineer to support the Customer Lifecycle Management Project.Key ResponsibilitiesDesign and implement automation strategies for regression, system integration testing (SIT), and UAT for CLM tools.Identify and mitigate quality risks during project...

  • Lifecycle Marketing Manager

    1 week ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Company OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Automation Engineer for Customer Lifecycle Management

    2 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    CPL Recruitment partners with a leading global financial organization to hire a QA Automation Engineer supporting the Customer Lifecycle Management Project. This role involves manual and automated testing to optimize customer on-boarding processes by enhancing and scaling the test automation framework.Key Responsibilities:Design and implement automation...

  • Operations Lifecycle Manager

    7 days ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Job SummaryThe Senior Operations Analyst role is required to support the ongoing development, implementation, and adherence to the BHFS supplier lifecycle frameworks in line with EBA Outsourcing and CBI Cross Industry requirements. The role reports to the BHFSI Operations Manager.The role exists to support the end-to-end supplier lifecycle, oversight, and...

  • Lifecycle Management Lead

    2 weeks ago

    Dublin, Dublin City, Ireland Tn Ireland Full time

    **Job Summary**We are looking for a Director, Player Lifecycle Management to join our team in Dublin, Ireland.The successful candidate will lead the development and execution of lifecycle management strategies that drive player engagement, retention, monetization, acquisition, and reacquisition across multiple platforms.This is an exciting opportunity for a...

  • Payment Product Lifecycle Owner

    2 days ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    TN Ireland is looking for a talented Payment Product Lifecycle Owner to join our team.About the RoleThe successful candidate will be responsible for owning the customer related regulatory requirements lifecycle, including all BHFS partner facing comms and other customer facing materials to ensure they meet regulatory and business requirements. This includes...

  • Lifecycle Marketing Manager

    2 weeks ago

    Dublin, Dublin City, Ireland 2K Full time

    Job Title: Lifecycle Marketing ManagerLocation: Dublin, IrelandDepartment: Player ConnectionsReports to: Director of Lifecycle MarketingWho We AreFounded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K's portfolio of...

  • Validation Lifecycle Manager

    4 hours ago

    Dublin, Dublin City, Ireland Brightwater Full time

    About the Job:We are looking for an experienced Senior Validation Professional to join our team at Brightwater. As a key member of our team, you will be responsible for managing the validation lifecycle and APQP processes for a busy medical device manufacturing plant.Responsibilities:Manage the Validation Team: Oversee daily operations and ensure high...

  • Client Lifecycle Manager

    3 days ago

    Dublin, Dublin City, Ireland Fenergo Full time

    About the JobFenergo is a leading provider of Client Lifecycle Management (CLM) software solutions, empowering financial institutions to deliver a faster, compliant, and digital customer experience. As a Junior Product Owner, you will play a key role in shaping the direction of our product and contributing to building a cutting-edge Fintech...