Fraud & Payments Manager

Recognised as one of the fastest growing Companies in the UK, it's a really exciting time to be joining END. If you're positive, passionate and dedicated and want to be part of our future success this could be the role for you.

FRAUD & PAYMENTS MANAGER - LONDON OR WASHINGTON, TYNE & WEAR

Over the last 20 years, END. has evolved into a technology led retailer that provides luxury and contemporary apparel and exclusive sneaker drops to a global audience. One of the most influential, forward-thinking and inspirational fashion companies in the world, we have fresh products hitting our website daily and our service never stops.

END. prides itself on delivering a first-class customer experience, which has underpinned our success. With over 2 million customers we deliver to over 80 countries around the world and our online business is complimented by our industry leading retail stores in Newcastle, Glasgow, Manchester, London and Milan.

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.

What you'll be doing

Key responsibilities

• 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.

Skills and experience

• 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

What we can offer you

• Generous staff discount and staff sales
• 30 days holidays (including bank holidays)
• Birthday day off
• Access to Employee Assistance Programme
• Registered access to Healthcare Benefits provider
• Hybrid Working
• Company pension scheme
• Opportunities for professional development and career progression

Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.

If you have what it takes to be part of our future success, we want to hear from you.

Please note - for the successful candidate, any employment is conditional on you having the right to work in the UK in the role in which you are employed.

Type of employment: Permanent, full-time