Client Onboarding and Implementation Manager

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About Zendgroup

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