Process Manager

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating unforgettable experiences - from city breaks, hotels and holidays to theatre and spa days. is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink". is part of lm group, a publicly-traded multinational Group, among the worldwide leaders in the online travel industry. Each month, our websites and mobile apps (available in 17 languages and 40 countries) reach 43 million unique users that search for and book their travel and leisure experiences.

More than 1,200 people enjoy working with us and contribute to providing our audience with a comprehensive and inspiring offering of travel-related products and services

Job Description is looking for a Process and Project Manager, who will be part of the new Customer Operations team and will be responsible to define/review operating processes.

Key Responsibilities 

  • Definition of the Customer Journeys and design/review of relevant Customer Experience Processes 
  • Coordination of User Experience, Copy and Front-end teams, in order to implement Customer Journeys Touchpoints
  • Project Management of the “CRM project”, aimed at identifying and implementing a new CRM, which supports Customer Operations in managing Customer Journeys and Touchpoints
  • Manage stakeholder expectations and ensure project timelines are met
  • Build and maintain cross-functional relationships, Operational project requirements, shape project requests for our on-site stakeholders
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders
  • Create and maintain comprehensive project documentation



  • 5+ years of experience in a Project/Process Management role
  • PMP Certification (Mandatory)
  • Solid understanding of Customer Operations Processes
  • Experience in managing relationships with suppliers at different levels
  • Proficiency in Excel
  • Full proficiency in English
  • Knowledge of CRM and BPMN tools will be considered an important plus
  • Manage and coordinate multiple projects simultaneously
  • Strong organizational skills with a high level of attention to detail and quality
  • Ability to translate a given scope of work into a detailed and ordered plan of action 


  • HTML and CSS basic knowledge 
  • Expertise with Tibco Spotfire and Talend
  • One programming language (JAVA, PYTHON, C#) 


  • Pragmatic, but able to be meticulous with attention to detail.
  • Highly self-motivated, uses initiative and “go to” problem solver.
  • Good relationship builder and able to position the role as a key ally, support and help to business teams.
  • Demonstrated ability to effectively coordinate complex cross-functional projects