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Matching payments to high customer expectations
What do Charles Dickens, Harry Houdini, and Grace Kelly have in common? They have all been clients of Mappin & Webb, a subsidiary of The Watches of Switzerland Group, which also includes Goldsmiths and Mayor's Jewelers. Based in the UK, its family of brands carries over 200 years of history.
Streamlining telephone orders with Pay by Link
Processing orders over the phone via a call center can be a compliance minefeild. The customer has to rely on a salesperson entering card details on their behalf. For businesses, this creates a major fail-point for which they have total liability. A good solution is Pay by Link, where the salesperson emails the customer a link to a bespoke (totally secure) payment page. The customer enters their details themselves and the payment is complete.
The Watches of Switzerland Group now uses Pay by Link for all telephone orders. It's an easy alternative to bank transfers and removes the need for a point of sale terminal - meaning higher security for both the business and its customers. High-value transactions can even be routed via 3D Secure for a full liability shift.
Pay by Link was incredibly easy to set-up and we were live within two weeks.
"Pay by Link is a simple way of accepting telephone orders and catering to VIPs in an elegant and secure manner. Unity's out-of-the-box pages are easily branded and they look great. It was also incredibly easy to set-up and we were live within two weeks." Paul Clare, Sales Ledger Manager
In another use case, sales staff can visit VIP shoppers with a selection of products for them to try. Once the shopper is ready to pay, a payment link can be created on the spot making it simple to process the payment, wherever the shopper happens to be. This eliminates the need for sales staff to cart around payment terminals or make lengthy phone calls to call centers in different timezones.
When Unity sees a good idea, it acts.
"Unity's payments platform isn't shackled by the limitations of technical legacy which hampers the competition," said Mark Isitt, Group IT Director. "The teams are energic and helpful and react quickly when you need support. When Unity sees a good idea, it acts. At times I've mentioned small improvements to the platform, only to be surprised by those being made available for general release."
Building to last with sustainable technology
The right watch will last for generations and craftsmanship is more important than high-end technology. But with payments, you need to stay ahead of the curve. Endless new ways to pay have emerged over the last 20 years and it's not slowing down. Before working with Unity, The Watches of Switzerland Group was playing catch-up with its point of sale set-up. It had separate terminals for gift cards, supermarket vouchers, Chinese payment methods, and cards. Unity was the Unitying force, bringing all of these together with one simple setup, making operations more sustainable.
The team does what it takes to ensure a premium experience for our shoppers.
Uninterrupted in-store payments with 4G
Trust, service, and dependability are synonymous with The Watches of Switzerland Group. So, inconveniencing customers at the point of sale due to technical downtime or network interruption is unforgivable. With Unity's 4G solution, The Watches of Switzerland Group can seamlessly transfer to a non-integrated 4G networked model and keep trading, no matter what. This capability also lets the company take payments at the shopper's convenience, anywhere in the world.
"Unity is a true growth partner," concluded Mark. "Its payment services keep us at the leading edge of the market and the team does what it takes to ensure a premium experience for our shoppers."
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What's Unity?
How Unity works, what it can do for your business and what makes it different to other solutions.
Andrea
- 3 months ago
- Updated
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Component #4
Product Manager
- Application Deadline:
- December 31, 2021
- Department:
- Product
- Employment Type:
- Full Time
- Location:
- Remote
- Compensation:
- £80,000 - £100,000 / year
- Reporting To:
- CEO
This role's hiring manager:
Louise Donadieu
View Christina's ProfileHello 👋
I'm Christina-CEO here at Unity.
We're a high-growth, bootstrapped HR-tech start-up building and selling software that helps in-house talent acquisition teams attract, hire and retain the best talent.
We launched in 2018, and have since grown to hundreds of customers, millions in revenue, consistent triple-digit year-on-year growth, a team of ~20 incredible people, and a robust and beautiful product used by growing organisations every day, all without taking on a penny of outside capital.
The journey so far has been awesome - and we're just getting started - but these first signs of meaningful scale have meant our team are spread thin, our customer base (and their expectations of our product) has broadened, and it's harder to manage the competing priorities of our various stakeholders (customers, internal teams, etc.).
It's time for our first product manager.
We need someone to own product end-to-end, and (more importantly), we need someone with a set of skills and experience that I (CEO and de-facto product manager to date) don't have! The role will report directly into me, but you'll work closely with every leader in the business (Customer Success, Engineering, Sales, Marketing, etc.) and in time will be responsible for building out a fully-fledged product team.
If this sounds like the kind of role that'd be appealing to you, read on - but before we dive into the detail, here are a few things about Unity that'll either make you say "hell, yeah", or "hell, no":
- We don't mind where you're based, but you'll need to ensure you have at least four hours of timezone overlap with UK to ensure we can work together as productively as possible. You'll need a quiet location to work from with good internet connectivity if you're working remote (we are happy to pay for access to a co-working space if needed).
- We're growing fast and this role is key to our growth. You'll be well compensated (as well as a meaningful equity allocation, great benefits and so on), but expectations are high and we all work hard here - we're not the company you join if you're looking to 'slow down'.
- We don't work with one particular industry or size of organization, and we sell to all European and US time zones. You'll be expected to quickly understand the challenges faced by all of these different types of organisations, position our product to maximise the value we're adding to these organisations and so on. It's not easy.
- We're bootstrapped, profitable, and have no plans to raise external capital at this stage. We have a clearly defined strategy from today through to exit (we'll share this in detail with you through the hiring process) and we believe there are a number of huge benefits to our approach, but being bootstrapped also introduces challenges - our team is smaller than an average VC-backed business at our stage, we each carry more responsibility than would be typical, and we are much more intentional about how we deploy our capital.
- Our HQ is in Jersey, UK but we built the company to be remote-first and have a distributed remote team across the UK and US.
What you'll be doing
You'll help us drive the product vision and development of our core user experience across our three main personas - in-house recruiters, hiring managers and their candidates.
To do this, you'll own the complete product lifecycle - defining product requirements, working with the team on low-fi wireframes, drafting and reviewing specs and partnering with engineering, design, marketing, sales and customer success to deliver meaningful product improvements for our customers and prospects against a planned schedule.
The specifics of how you allocate your time, what initiatives / projects you prioritise from a product perspective and so on are all up for grabs. The team and I all know that we need to level-up the way we think about product, and this role is going to help us do that. We're looking for someone who can very quickly ramp up (i.e. in weeks, not months), develop an understanding of our market, product, team, processes and so on - once you've done so, basically everything about how we deliver product is up for grabs.
That said, if you're looking for examples of how we're spending our time from a product perspective at the moment, here are a few:
- Understanding our customers, their pain points, and how they're using our product - having direct conversations with customers, reviewing support requests, evaluating survey responses and digging into analytics.
- Reviewing our 'product stack' and implementing systems and tools to help streamline and scale product internally - e.g. Linear for issue tracking, Segment for customer data / logging, Abstract for design review and so on.
- Defining both a short and long-term roadmap and communicating that effectively both internally and externally.
- Implementing better product education (again, both internally and externally) - working with sales and customer success to ensure they're aware of new releases and the ramifications of those releases on our customers and prospects, and working with customer success specifically to ensure we're delivering a fantastic in-product support experience.
- Working on our ecosystem - we are strong believers in an open ecosystem - we want to 'stay in our lane' and focus on the ATS market, but have an Open API and a large (and rapidly growing) ecosystem of third-party integration partners that offer best-in-class point solutions across the wider HR Tech landscape. There's work to be done to improve our partner programme, better roadmap integrations, continually improve and better document our Open API, etc.
What you'll need to do well in this role
Our ideal candidate will have:
- 3+ years' work experience in a product lead / product management role at a growth stage SaaS business, ideally in the B2B space.
- Much better than average written and verbal communication skills.
- Exceptional listening skills and the ability to assess information quickly.
- Strong technical acumen, plus solid data and analytical skills. We want someone who has a real instinct and can think strategically, but who can validate / back up their strategy with data.
- Strong user experience and design sensibilities. We care a lot about design, and we'll need you to do so as well.
- The ability to tell compelling stories that offer valuable perspectives / the ability to evangelise our product both internally and externally.
- The ability to communicate effectively with stakeholders of all roles and levels within the business - you'll need to ensure engineering, sales, marketing and customer success are all working in alignment, and build authority and mutual respect with individuals within all of these teams to deliver in the role.
- The ability to learn fast and get up to speed with our systems and processes quickly, as well as to help us define and implement new systems and processes as needed.
- A desire and ability to perform exceptionally well in an ambiguous and fast-paced start-up environment.
Please note that the experience, skills and so on listed above are not explicit requirements. They're there to give you a feel for the type of person we're looking for - if you have some but not all of these, but don't be put off from applying - but be prepared to explain how your perspective / experience / skills / etc set you apart from our applicants when we speak.
We expect a lot from you, but in return you'll
- Be part of a business where Product is massively respected across the board - whilst we don't yet have a dedicated product team, we made considerable early investments in our brand, build out a design system to prepare us for product scale, have a robust customer success team that engages proactively with our customers to understand their product requirements and so on. We all understand the importance of getting this hire right.
- Make a meaningful, measurable contribution to the business and define both the direction of the product itself, as well as the design, structure and execution of our entire product organisation as we scale over the coming years.
- Get the support you need to do a great job (MacBook Pro, the software you need, personal development budget, regular 1:1s, etc).
- Work extremely closely with high-calibre, experienced and bloody lovely team members from our founders down to our newest team members.
- Visit our office in Jersey regularly (if you're working remote).
- Have unlimited holidays (minimum requirement of 21 days per year).
- Be able to work where and when you want (as long as you're getting the job done).
- Get top of the line healthcare for you and your family.
- Get a meaningful equity allocation.
- Grow your career, fast.
We understand that this will be one of many jobs you hold over the course of your career, and we work extremely hard to get to know you personally, to understand as much as possible about your longer-term plans / career trajectory, and to shape your experience here at Unity in support of that. If the time comes that you want to move onto a new role in the future, you'll have loads of experience and a compelling story of how you made a huge impact, in a high-growth business, in a competitive market.
About Unity
We're changing the way companies hire, and rewriting the rules of recruitment.
With our simple, intelligent software and unlimited help from our team our customers attract more 'good fit' candidates, select from the best, and wow their new hire from the moment they say 'yes'.
If you're looking for somewhere you can learn quickly, make a meaningful impact in a fast-paced business, and grow your career, you're in the right place.
We'll enable you to do your best work with the tools you need, support from the rest of the team, and an expectation that you'll challenge that status quo—helping us continually improve what we do.
How we hire our team
We like to keep things as simple as possible so we can get to what's really important - finding out more about you.
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01. Application and recruiter screen
The start of our application process is the same for all of our roles. We want to learn a bit about you through a casual conversation.
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02. First round interview
We love connecting with people who believe they'll make a difference. At this stage, an interview will help us both decide whether the interest is mutual.
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03. Task or challenge
Now it's time to apply your thinking to some real life situations. Whether it's completing a technical test, engaging in a role play or preparing a presentation to address a challenge - we want to see you in action.
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04. Final interview and offer
Once you've met the team, and we've gotten to know each other, it's time for us to both decide whether we're a match.
Don't worry if you don't see any roles you want to apply for now. Register your interest to be notified of any roles that come along that meet your criteria.
Register your interestComponent #5
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Headquarters
Ottawa, Ontario, Canada
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Founded
2006
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Industry
E-commerce
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Founders
Tobias Lütke, Daniel Weinand, Scott Lake
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Area served
Worldwide
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Revenue
$1.578 billion (2019)
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Company size
5,000+
Client
UV Inc. is a Canadian multinational e-commerce company headquartered in Ottawa, Ontario. It is also the name of its proprietary e-commerce platform for online stores and retail point-of-sale systems. UV offers online retailers a suite of services including payments, marketing, shipping and customer engagement tools.
Problem
UV was founded in 2004 by Tobias Lütke and Scott Lake after attempting to open Snowdevil, an online store for snowboarding equipment. Dissatisfied with the existing e-commerce products on the market, Lütke, a computer programmer by trade, instead built his own. Lütke used the open source web application framework Ruby on Rails to build Snowdevil's online store, and launched it after two months of development. The Snowdevil founders launched the platform as UV in June 2006.
In June 2009, UV launched an application programming interface (API) platform and App Store. The API allows developers to create applications for UV online stores and then sell them on the UV App Store.
Solution
UV partnered with Unity to completely rebrand and launch UV's new website, marketing platform and product suite.
Website, marketing platform and product suite
We designed and built a new website for UV from the ground up, introducing new functionality that vastly expanded opportunities for the content marketing team — through case studies, a media rich blog and gated content, all with multi-language support.
Our development team integrated the website into a custom-built Wordpress CMS environment, providing the marketing team with complete control to create new pages, copy and re-order sections with ease, and without the need for a developer.
Creating a new brand
We developed a new visual identity for UV including iconography, illustration, color scheme, typography, and the design of a new logo. We supplied extensive brand guidelines to support the marketing team in all future brand executions.
UV's brand positioning is centered on the concept of “freedom to create” — meaning that by shortening the learning curve for video creation, it opens up greater possibilities and creative potential to everyone. We developed the new visual identity to embody this sense of freedom.
Result
After 8 months of collaboration we successfully launched the new UV brand and website integrated into a custom-built Wordpress CMS environment. With the launch and continuous optimisations we managed to increase website sessions, conversion rates and increase time spent on the website..
705%
Increase in website sessions comparing 5 months before and after launch
302%
Increase in conversion rate comparing 3 months before and after launch
84%
Increase in time spent on website
Branding
- Style exploration
- Identity development
- Visual language + Art direction
- Brand guidelines
Human Experience Design
- Marketing website
- Newsletter modules
- Design system
- Product Images
Development
- Front-end development
- Website development
- Custom Wordpress CMS implementation
- Quality assurance
“ With our new visual branding and language in place, the new UV brand clearly captures the essence of our current and target customer base, our employees, and our values. ”
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“ There’s going after top talent, and then there’s going after top talent within highly-competitive industries. “
Whilst your competitors are talking about ping pong tables and free office snacks that appeal to everyone (but are really just table stakes), you can focus on the things that will turn the heads of your ideal candidates.
So, what does this approach look like exactly? What is it that recruiters need to do to grab the attention of the cream of the industry crop? We happen to help recruitment teams across 49 countries (and counting), attract and hire the best talent around every day. How do we/they do it?
First up, you’ve got to change your shoes. That’s right, leave your tired, but trusty Size 6s or 10s at the door, and swap them for your candidates’ shoes.
Step 1: Find out where your candidates spend time
As obvious as it may sound, put yourself in your candidates’ shoes. You need to understand where they spend their time online, what they read, and what social media channels they use. There’s no point advertising for chefs on LinkedIn if they’re spending all their time on Facebook.
Then, once you’ve identified their favourite channels and platforms, think about how you’re going to use them to get your message in front of the right subset of the market, at the right time.
Step 2: Get the conversation started
Do you know what makes your candidates tick? What they perceive as an immediate no-no, and what’s likely to turn their head and pique their interest?
As well as thinking about where candidates spend their time, it’s important you’re also clear on their wants and needs, especially that all-important question – ‘What’s actually going to compel them to want to have a conversation with you in the first place?’ It’s a simple question, we know, but is it one (hand on heart) you can confidently answer right now?
Step 3: Pay attention to your brand
Great, you’ve got their attention! But, oh, wait a minute. It’s gone. Just like that. You’ve hustled hard to reel them in, don’t let your efforts go to waste in the blink of an eye.
While you’ve got your thinking hat on, consider how you’re going to showcase your employer brand and communicate your EVP so that it resonates with candidates and they’re incentivized to continue that all-important dialogue with you. (For inspiration on showcasing your brand read, ‘Top employer branding examples of 2020.’)
And think about how you’re going to capture that interest. Something as simple as having to create an account on your careers site before being able to apply, or an application form that doesn’t play nicely on mobile, could be causing you to hemorrhage candidates.
How to go from perfect first touchpoint to perfect follow-up dialogue
We get that what you’re offering may not immediately set people’s world alight. You may not have the most ridiculous starting salary that knocks all of the other salary offerings out of the park. But you may be able to offer a better work-life balance, greater flexibility, a nurturing culture and perks, such as a free gym membership and duvet days.
These are the things that are going to help compel candidates to gravitate towards you. But they aren’t going to know about these positives unless they’re reflected on the likes of Glassdoor, in your Employee Value Proposition, and in your outreach messaging. So that when you do win their attention, it’s not immediately lost.
Good luck, you’ve totally got this.