Job Description

What you'll do

The Role

Our delivery team is moving into a new SaaS world: AI-first thinking, optimised and scalable. As we modernise how we onboard clients across the portfolio, this is a rare opportunity to join the business at a pivotal moment and have direct input into the way we work, the tools we use and the experience we deliver.

The Opportunity

This is more than a delivery role. As we consolidate and standardise implementation across our product portfolio, you will help define the standard for how we onboard every client, then put automation and AI to work in service of a faster, more measurable client experience. You will have the autonomy to shape ways of working, not just follow them.

In this role you will:

• Improve our ways of working, processes and documentation.

• Consolidate and standardise delivery across the product portfolio.

• Build repeatable frameworks and workflows that scale.

• Design and deliver scalable implementation paths across all products.

• Develop a client-centric approach that leverages AI and automation to improve the client experience and shorten time to value in a measurable, demonstrable way.

What you will do:

• Support large product migration projects and delivery of BAU as required.

• Manage multiple concurrent onboarding projects across a range of technical products, ensuring delivery within agreed timescales.

• Create comprehensive project plans and proactively monitor progress throughout the project lifecycle.

• Review & digest handovers from sale, ensuring all project requirements, scope and client expectations are clearly defined before implementation begins.

• Provide regular project updates to both internal and external stakeholders, ensuring clear communication of progress and expectations.

• Deliver projects on time, within budget and to the highest quality standards (TTV & CSAT).

• Engage with client stakeholders throughout the onboarding process, ensuring accountability for tasks, milestones and deliverables.

• Produce status reports covering project milestones, deliverables, dependencies, risks and issues, escalating concerns where appropriate.

• Build and maintain strong client relationships throughout the implementation phase

• Facilitate and lead project meetings, workshops, training sessions and stakeholder reviews.

• Conduct quality assurance checks on all project deliverables prior to completion.

• Evaluate project outcomes and identify opportunities for continuous improvement.

• Work closely with Support and Client Success teams to enhance the overall client experience.

• Contribute to the development and maintenance of Standard Operating Procedures (SOPs), knowledge base articles and training materials across all technical products.

• Gather, report and respond constructively to client feedback, ensuring concerns are addressed effectively.

• Manage client objections professionally, following established escalation procedures and maintaining ownership of all client communications.

• Identify and communicate opportunities for upselling and cross-selling additional services throughout the onboarding journey.

What you'll bring

• Strong project management and implementation experience.

• Excellent verbal and written communication skills.

• Ability to translate technical concepts into clear, user-friendly language for non-technical audiences.

• Exceptional planning, organisational and time-management skills.

• Strong stakeholder management, influencing and relationship-building abilities.

• Adaptable and flexible, with the ability to thrive in a fast-paced and changing environment.

• Proven experience in client and supplier relationship management.

• Results-driven with a strong focus on delivering successful outcomes.

• Proactive approach to problem-solving and continuous improvement.

• Strong IT literacy and proficiency with business systems and software.

• Highly analytical and methodical, with strong attention to detail.

• Self-motivated, enthusiastic and able to work independently when required.

• Able to remain calm under pressure and consistently meet challenging deadlines.

• Knowledge of Oracle, Guestline & Stripe will be an advantage.

• Spanish speaking is also an advantage.

What you'll get

Success is a mutual game, which is why we invest heavily in our team. We believe in true partnerships that reward equally, so in return for working with us to achieve our ambitious goals, we offer a suite of perks to complement a competitive salary, including flexible working, personal development initiatives and much more…