Product Manager - Post Sales

Company Description

At lastminute.com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world.

We are looking for a Product Manager to join our team of around 1,700 people worldwide to help us power up the traveller's journey for millions of holidaymakers. If you are passionate about the travel industry, keep on reading, as you might be the perfect fit for this job. 

Job Description

You will be responsible for a key part of the Service Management team, focusing on enhancing the post-purchase customer experience. As a Product Manager on the SM team, your primary responsibility will be to ensure a seamless experience for customers from the moment they complete their booking until the moment they return from their trip.
What You Will Need to Solve:

You will work on improving customers' travel experiences by providing assistance when needed, offering helpful information, and ensuring their needs are met throughout the journey. One of your goals is to ensure our customers feel supported and informed at every step of their post-purchase journey.
The other goal will be to support post-sales efforts by implementing efficient flows to ensure that all customers are aware of a broad portfolio of products they can add to their trip, enhancing their experience.

Key Responsibilities and Skills Required

Leverage key metrics to drive decisions and continuously improve the customer experience.

Conduct extensive product research to understand customer needs and identify opportunities for improvement.
Collaborate with internal teams to enhance the post-sale process and support product offerings for customers.

Work closely with stakeholders across departments, including marketing, sales, customer service, and tech teams, to ensure a customer-centric approach.

Drive alignment with the development team, UX/UI designers, and other relevant departments in an agile environment to deliver user-friendly solutions.

Qualifications

Proven experience in product management, particularly in post-sales or customer service-focused roles.

Strong understanding of customer needs and behaviors, especially in the travel or e-commerce industries.

Strong analytical skills and experience using metrics to make data-driven decisions.

Excellent communication and collaboration skills, able to build relationships across functions and departments.

Desirable (list max 3 nice-to-have, only if needed): 

- Additional languages such as Italian or Spanish will be helpful.

- Experience in similar roles within the tourism or SaaS industry.

Additional Information

Perks of working with us:

How we work together

- An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities)

- Shorter working week (36h as full time), with a half working day on Fridays
- Flexible start and end of the working day, with core hours from 10:00 to 4:00 pm

- Possibility to work from anywhere for a period of time per year defined according to local regulations

How we learn together

- Fri-Yays: half a day on Friday morning with a no-meeting mandate and dedicated to personal growth, learning and training and/or focus time.

- Access to e-learning platforms (e.g. Discovery, O’reilly - depending on the department), professional and managerial skills development training paths

Other perks
- 2 paid days off per year for volunteering purposes

- Occasional social events to foster connections among colleagues

- Travel industry discounts and flash exclusive staff fares

- We support our employees through life's significant moments with leave options (e.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.

Wish you were here? We do, too!

Selection process steps*:

- HR interview (10-30 minutes)

- 1st interview (Manager): soft skills + technical knowledge

- Test step online or offline 

- 2nd interview (Manager + team member): Test review 

- Only for senior roles: final meeting (30 mins) with the Director 

- Offer extended
(*Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)

Our commitment to celebrate diversity and generate belonging

At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Eligibility criteria

By submitting your information and application, you confirm that you are legally authorized to work in the country of employment and that you do not require visa sponsorship to obtain employment visa status.

I'm interested