Client Onboarding and Implementation Manager

zendbox; Whetsted; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

A prominent eCommerce fulfilment provider in Whetsted is seeking an experienced Client Onboarding and Implementation Manager to lead onboarding processes for new accounts. This role involves close collaboration with various teams, facilitating smooth transitions for clients. The ideal candidate will have a proven background in client onboarding or account management, notably in logistics or eCommerce, along with strong project management skills. This position offers a salary range of £45,000 to £50,000, hybrid working arrangements, and additional benefits.

Benefits

Salary £45,000 to £50,000 depending on experience

Free onsite parking

Collaborative and supportive working environment

Hybrid role with on-site requirements

Qualifications

• Proven experience in client onboarding or account management within logistics or eCommerce.
• Ability to manage multiple client implementations simultaneously.
• Experience with CRM systems and project management tools is preferred.

Responsibilities

• Lead the onboarding and implementation process for new clients.
• Act as the primary point of contact during onboarding.
• Collaborate with internal teams to align client needs with operational setups.
• Deliver client training on systems and processes.
• Identify and resolve onboarding challenges proactively.

Skills

Client onboarding

Project management

Communication skills

Problem-solving

Training delivery

CRM systems

Organizational skills

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Zendgroup owns and operates a growing portfolio of high-performing businesses, including:

• Zendbox: A premium eCommerce fulfilment provider
• Zendlabs: In-house manufacturing for DTC brands
• Zendpack: Experts in sustainable, branded packaging solutions
• Zendstudios: Brand storytelling through crafted content

We are an entrepreneurial group with ambitious growth plans. Our businesses are powered by innovation, collaboration, and a strong commercial mindset.

We are now seeking an experienced Client Onboarding and Implementation Manager to lead onboarding and management of new accounts.

Key Responsibilities

• Own and lead the end-to-end onboarding and implementation process for new clients, ensuring a smooth and timely transition into live operations
• Act as the primary point of contact for clients during the onboarding and implementation phase
• Collaborate closely with internal teams including Sales, Operations, Logistics, and the Technology department to translate client requirements into operational and system set ups
• Work with the Technology team to support system configuration, integrations, testing, and data migration as required
• Deliver client training on systems, processes, and operational workflows
• Identify potential risks or challenges during onboarding and proactively resolve them to avoid delays or service issues
• Develop and maintain onboarding documentation, playbooks, and process improvements
• Gather client feedback post implementation to drive continuous improvement
• Ensure clear handover to ongoing account management or client success teams once onboarding is complete
• Provide ad hoc customer experience support where required to maintain service quality
• Produce management information reports highlighting commercial performance, onboarding progress, and key insights
• Deliver a defined hypercare period post go live, providing enhanced account management and support to ensure stability and client confidence

Requirements

• Proven experience in client onboarding, implementation, or account management, ideally within logistics, eCommerce, or technology enabled services
• Strong project management skills with the ability to manage multiple client implementations simultaneously
• Excellent communication and stakeholder management skills, both internal and external
• A proactive, solutions focused mindset with strong problem-solving capability
• Experience delivering client training on systems or operational processes
• Comfortable working with CRM systems and project management tools
• Highly organised with strong attention to detail

Benefits

• Salary £45,000 to £50,000 depending on experience
• Free onsite parking
• Collaborative and supportive working environment
• Hybrid role with a requirement of a minimum of three days per week on site