Manager of Merchant Insights

Role Overview

As Manager, Merchant Insights (12-Month Fixed-Term Contract), you will own Checkout.com's buyer insights programme, bringing together customer feedback, research, and market intelligence to build a deeper understanding of the merchants we serve. Your work will shape product marketing, influence strategic decisions, and ensure the voice of the buyer is reflected across the business.

This role sits at the intersection of Product, Commercial, and Marketing. You will lead research and insight programmes that help internal teams make better decisions, influencing everything from product roadmaps and messaging to external campaigns and thought leadership. This is a hands-on and strategic role focused on execution, analytical precision, and impact.

Key Responsibilities

• Own the Buyer Insights Programme: Lead Checkout.com's buyer insights programme, developing research that helps the business better understand merchant needs, behaviours, perceptions, and future priorities
• Champion the Voice of the Buyer: Own customer listening programmes, including the company-wide NPS programme, event feedback, and other feedback channels. Bring together multiple sources of insight to identify trends, opportunities, and areas for improvement
• Inform Product Strategy: Analyse customer feedback and research to uncover themes that help inform product priorities, roadmap discussions, and the overall customer experience
• Shape Product Marketing: Deliver insights that strengthen product positioning, messaging, campaigns, thought leadership, and commercial enablement. Ensure our marketing reflects what matters most to buyers
• Lead Strategic Research: Manage research initiatives that deepen our understanding of enterprise buyers, emerging industry trends, and the future of digital commerce. Support the development of buyer personas and audience segmentation
• Build Insight Capabilities: Improve how buyer knowledge is captured, organised, and shared across the business, including maintaining AI-enabled research repositories and introducing new approaches to insight generation
• Partner Across the Business: Collaborate closely with Marketing, Product, Commercial, and Operations to ensure buyer insights are embedded in decision-making across the organisation
• Turn Insight into Action: Create executive-ready reports, presentations, and recommendations that help stakeholders make informed decisions and drive better business outcomes

Required Qualifications & Experience

• Research and Insights Experience: Proven experience leading research programmes or insight initiatives within technology, fintech, SaaS, or payments
• Strong Research Skills: Comfortable designing and managing qualitative and quantitative research, including surveys, interviews, feedback programmes, and strategic research projects
• Analytical Thinking: Able to synthesise customer feedback, market research, and commercial data into meaningful insights and practical recommendations
• Clear Storytelling: Able to communicate complex findings in a simple, engaging way that influences and aligns stakeholders across Product, Commercial, and Marketing
• Commercial Mindset: Deep understanding of how buyer insights directly support product strategy, go-to-market execution, and overall business growth
• Cross-Functional Collaboration: Ability to build strong relationships across Product, Marketing, Commercial, Customer Success, and Design to align priorities and deliver impact
• Curiosity and Continuous Learning: Passionate about understanding enterprise buyers and the trends shaping digital commerce. Motivated to continually improve how insights are generated and applied
• Ownership and Accountability: Takes end-to-end ownership from research design through delivery, ensuring insights are actionable, high quality, and drive measurable value

Work Arrangement

• Location: London
• Office: 3 days a week in office
• Contract Type: 12-Month Fixed-Term Contract
• Level: Mid and Senior level