Customer Interaction Project Manager
Soldo
Operations, Customer Service
London, UK
Posted on Sep 27, 2025
Job Description
Soldo is the proactive spend management solution that frees progressive businesses to accomplish more.
Over 25,000 organisations across 31 countries use Soldo to end slow, messy, and inefficient spending, bringing financial agility and control over every expense.
Soldo frees finance with a uniquely proactive approach to managing decentralised spending. By combining a powerful spend management platform, user-friendly app, and versatile payment methods, Soldo automates expense admin to eliminates the inefficiency in managing business spending.
By proactively managing decentralised spend, organisations empower employees to spend when and where it's needed, keeping productivity high while avoiding month-end surprises.
Founded in 2015 by Italian digital innovator Carlo Gualandri, Soldo is headquartered in London, with offices in Dublin, Milan, and Rome.
We’re looking for people with big ambitions, cool heads, sharp minds, and warm hearts. Come and join us as we grow together.
What’s in it for you
- Competitive salary
- Private healthcare for you and your family
- Pension scheme
- Flexible working options which include working from home and our Marylebone office
- 60 days’ work anywhere, even outside the UK if you want
- 25 days off a year, plus public holidays as well as Christmas Eve and New Years' Eve, 2 volunteering days and an extra day off on your birthday
- Genuine career development opportunities, including our mentoring scheme, your own annual £500 learning budget
- Employee Assistance Programme and wellbeing portal
The Role
The Customer Interaction Programme Manager will be responsible for defining in coordination with the FS leadership team, the strategy, the planning and managing the execution of the transformation agenda for Customer Interaction across Europe.
This will include the management of any external service providers and their performance, the vendor management of tools providers and ensuring the best fit and any evolution required.
This role is also responsible for leading, for the Head of CI, the evolution and optimization of key customer related processes (e.g. customer complaint, fraud management) and tools used is part of this role remit with the objective of enhancing customer satisfaction/NPS, frictionless customer experience and overall organization efficiency.
We're looking for someone who must have:
- Led the enhancement of processes, tools and automation across Customer Interaction in multiple markets
- Experience in driving change (process/tech/organization) in a customer servicing environment
- Very good knowledge of Salesforce, Zendesk, ChatBot solutions, customer communication solutions, and Microsoft office products.
- Previous experience with AI deployed in Customer services environment welcome.
- Co-Designed and implementation lead for CI cross functional processes such as, but not limited to, Onboarding, Ongoing Due Diligence,
- Complaint management, Fraud management, Charge Back and for monitoring the execution to ensure performance in line with targets.
- Solid experience of working in a regulated and service oriented financial service environment and knowledge of relevant regulations (e.g. Consumer Protection Code).
- Proven team leadership experience including management of external vendors.
- Strong customer care experience with demonstrated track record in improving the levels and standards of Customer Care.
- Performance driven, motivated by continuous driving improved performance and KPIs.
- Analytical approach to problem solving.
- Proactive mindset and able to define and implement processes and solutions to prevent issues
- Flexible approach to work, with the ability to multitask.
It would be nice if you have:
- Additional Language Skills (Italian or other).
