FRAUD & PAYMENTS MANAGER - FULL TIME - WASHINGTON, TYNE & WEAR OR LONDON
Inspired by a shared love of fashion, sneakers and the surrounding culture, END. was founded in Newcastle upon Tyne back in 2005. Our first UK store brought together a curated mix of celebrated designers and emerging brands, many of which were previously hard to find outside of London. From day one, we've nurtured a community of like-minded individuals united by a love for this ever-evolving culture.
Today, END. serves over 2 million customers worldwide through a seamless blend of online and physical retail. Our industry-leading stores in Newcastle, Glasgow, Manchester, London, and Milan reflect our commitment to innovation, influence, and inspiration. We offer a carefully curated selection of menswear, womenswear, sneakers, homeware, and lifestyle products to a global audience.
At the heart of END. is our customer and it's our people and culture that make the difference. With over 600 employees across our HQ, offices, and retail locations, our customer-first mindset continues to guide everything we do.
The Role:
We are looking for a data-driven and commercially minded Fraud & Payments Manager to take ownership of our global payment's strategy, fraud prevention initiatives, and chargeback operations. This pivotal role sits at the intersection of finance, digital, and technology, ensuring we optimise our payments cost mix while protecting the business and our customers from fraud and abuse.
You will be responsible for developing and managing our end-to-end payments and fraud ecosystem—driving down payment costs, improving approval rates, managing third-party PSP relationships, and ensuring robust fraud and chargeback management processes.
Here's a breakdown of what you'll be doing:
* Own the global payments strategy across all channels and markets.
* Optimise the payments cost mix by balancing cost, and working with product and tech to increase conversion.
* Manage and improve payment approval rates in partnership with PSPs and acquiring banks.
* Analyse payment data to identify trends, opportunities, and areas of friction.
* Evaluate and integrate new payment methods based on customer needs and market trends.
* Collaborate with product and engineering teams on payment system enhancements.
* Lead the development and execution of our fraud prevention strategy.
* Monitor and manage fraud rules and risk thresholds in real time.
* Work closely with fraud tool providers to ensure proactive threat detection and mitigation.
* Stay up to date with emerging fraud trends and continuously evolve prevention tactics.
* Balance fraud prevention with user experience to minimise false declines.
* Work with our launches team to help with bot management.
* Oversee the chargeback process end-to-end, from investigation to resolution.
* Identify root causes of chargebacks and implement strategies to reduce them.
* Collaborate with customer service and fulfilment teams to address high-risk areas.
* Track and report on chargeback metrics, win rates, and financial impact.
* Build strong relationships with PSPs, fraud tool providers, and acquiring banks.
* Partner cross-functionally with finance, tech, operations, and customer experience.
* Own KPIs for payments cost, fraud rate, approval rate, and chargeback ratio.
* Manage team of payment and fraud analysts.
Who we're looking for:
* Proven experience in a payments or fraud management role, ideally in e-commerce or digital retail
* Strong analytical skills with the ability to translate data into actionable insights
* Experience managing relationships with PSPs and fraud solution providers
* Deep understanding of global payment methods, fraud patterns, and chargeback processes
* Proficient in SQL, Excel, and data visualisation tools such as PowerBI
* Commercial mindset with a strong sense of ownership and accountability
* Excellent communication and stakeholder management skills
Besides a competitive salary and an engaging and inclusive work place we can offer you:
* 30 days holiday (including bank holidays)
* Flexible working, with 3 days WFH (Mon-Wed)
* 40 Hours per week - Monday to Friday
* Holiday trading (Buy or sell 3 days)
* Your birthday off
* Access to Employee Assistance Programme
* Healthcare Cashback Plan
* Moments that matter gifts (Weddings and Babies)
* A pension that both you and the company contribute to
* Generous staff discount
* Opportunities for professional development and career progression
* And so much more...
We know that great talent comes in many forms. So even if you don't meet every single criteria, we would still love to hear from you. If you're passionate, driven, and believe you can contribute to our future success, we encourage you to apply.
Please note: Employment is conditional upon having the legal right to work in the UK for the role offered.