Customer Onboarding Manager

TEAM; Balderton; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid working

Annual leave 20 days increasing with 1

Birthday day off

Life assurance

Private medical insurance after 2 yrs

Contributory pension

Discretionary annual bonus

Staff rates at hotels

Job summary

TEAM is seeking a Customer Onboarding Manager to own end-to-end hotel onboarding, moving customers from signed agreement to live and revenue-ready status.

You will coordinate PMS, Channel Manager, CRS, RMS and payment activations, guiding complex integrations while driving scalable processes and strong governance.

Qualifications

• Extensive senior-level experience in hospitality technology onboarding.
• Proven ability to manage complex integrations and vendor relationships.
• Strong leadership and process-improvement skills.

Responsibilities

• Own the end-to-end hotel onboarding operation, ensuring new customers move from signed agreement to live status.
• Oversee PMS, Channel Manager, RMS, CRS, payment gateway and related activations, keeping projects on track.
• Build scalable methodologies, standards and governance to reduce onboarding times and improve customer satisfaction.
• Develop relationships with hospitality technology suppliers and integration partners to improve connectivity and outcomes.
• Lead and develop onboarding and enablement teams with clear reporting and resource planning.
• Partner with Product and Technology to influence platform improvements and automation.

Skills

Customer onboarding

Integrations

Hospitality tech

Team leadership

Tools

PMS

Channel Manager

CRS

RMS

Payment solutions

APIs

Job description

Getting a hotel from signed agreement to live, connected and generating revenue takes far more than ticking off an implementation checklist. As Customer Onboarding Manager, you'll take ownership of that journey, bringing structure to complex integrations, removing bottlenecks and making sure customers reach market smoothly and confidently.

You'll lead the teams responsible for turning new hotel partnerships into fully operational, bookable properties, coordinating everything from PMS and Channel Manager connectivity to CRS, RMS and payment activations. It's a hands-on leadership position where you'll improve processes, strengthen technology partnerships and influence how onboarding scales as the business grows.

What's in it for you

• Hybrid working if you're within travelling distance of Newark, with remote working considered if you live further afield.
• 20 days' annual leave, increasing by one day for each year of service up to an additional five days.
• An additional day off for your birthday and a Christmas shopping day in December.
• Life assurance at four times your annual salary and critical illness cover from your first day.
• Private medical insurance after two years' service, alongside a contributory pension with salary sacrifice available.
• Discretionary annual bonus subject to company performance and eligibility, plus development opportunities and staff rates at member hotels subject to availability.

Your responsibilities as Customer Onboarding Manager

• Own the end-to-end hotel onboarding operation, ensuring new customers move efficiently from signed agreement through to live, revenue-generating status.
• Oversee PMS, Channel Manager, RMS, CRS, payment gateway and related technology activations, keeping complex implementations moving and dependencies under control.
• Build scalable methodologies, standards and governance that reduce onboarding times, identify risks early and support consistently high customer satisfaction.
• Develop strong relationships with hospitality technology suppliers, working with integration partners to improve connectivity, automation and customer outcomes.
• Lead and develop the onboarding and enablement teams while establishing clear reporting, forecasting, throughput and resource-planning measures.
• Partner with Product and Technology to influence platform improvements that increase automation, operational efficiency and scalability.

What we're looking for in a Customer Onboarding Manager

• Senior-level experience across customer implementations, integrations or onboarding within hospitality technology or SaaS environments.
• Hands-on knowledge of hotel technology platforms such as PMS, Channel Managers, CRS, RMS, payment solutions or distribution systems.
• Proven experience delivering complex technology implementations and managing technical supplier or integration-partner relationships.
• Experience building and developing teams while improving operational processes, governance and standardisation.
• Familiarity with API integrations and systems connectivity, with large-scale onboarding or migration programme experience and commercial technology-partner exposure advantageous.
• Working hours: Monday to Friday, 9am-5pm, 37.5 hours per week.