Product Mobilisation Lead
Location: Hybrid Hertfordshire HQ with travel to school sites across our growing south-east region and increasingly national presence, as required.
Salary Range: £39,809 - £42,971 per Annum (DOE)
Hours: Full-time, 37 hours per week
Contract: Permanent
HCL is a leading specialist school caterer, transforming how children experience food. Every day, HCL makes a difference to thousands of children's lives we cook delicious, nutritious meals; we run workshops that teach the next generation how to eat well and never settle for less. HCL has its own Citrus technology product which supports allergen food safety management for pupils and food ordering for parents, and which we have a strong and committed roadmap to develop further
The Product Mobilisation Lead is the market-facing ambassador of the Citrus platform. They ensure every school, parent community, kitchen, and HCL contract manager experiences a smooth, confident and high-quality one-stop-shop experience of Citrus.
Customer Citrus Mobilisation Leadership Work with the HCL Citrus Sponsors, HCL Mobilisation Manager and Citrus Platform Specialist to ensure client needs and expectations are clearly understood and accurately translated into the configured Citrus environment.
Conduct school operational readiness checks including hardware commissioning, Wi-Fi viability, device login validation and general site readiness.
Deliver user onboarding for school office staff and other relevant users.
Support parent communication and activation steps with the Contract Manager to ensure a smooth go-
Lead go-live preparation and on-the-day support, ensuring operational confidence across all user groups.
Provide structured mobilisation-phase hypercare and complete mobilisation only when stability, satisfaction, and agreed success measures are met.
Maintain accurate mobilisation status and communicate risks and issues to internal stakeholders.
Client Experience Management Act as the primary HCL face of Citrus during mobilisation, providing a high-quality customer experience for schools, parents, contract managers, and internal teams.
Support schools in understanding key Citrus processes, ensuring confidence in day-to-day operations.
Assists in the triage of mobilisation-phase issues, directing school environment issues to Support Desk or say school ICT, workflow and training gaps, and genuine platform defects to the Citrus Platform Specialist.
Collaborate with the HCL Mobilisation Manager to ensure Citrus delivery aligns with wider customer mobilisation activity.
Operational Support Ensure schools understand upcoming menu or operational calendar events and are fully prepared for them.
Support users in understanding how Citrus reinforces School Food Standards and allergen safety principles.
Product Development Support Provide real-world field feedback to inform Citrus improvements, surfacing user behaviour, usability challenges, and opportunities for improvement and simplification.
Work with the Citrus Platform Specialist and Product team to channel school and parent insights into continuous improvement.
Skills & Competencies Strong organisational and mobilisation skills with the ability to lead multiple go-lives in parallel.
Excellent communication and stakeholder engagement abilities with non-technical users.
Understanding of data privacy principles from an operational user-handling perspective.
Ability to translate user needs and behaviours into actionable improvements.
Problem-solving mindset, adaptable, with strong customer empathy and attention to detail.
Experience Requirements Proven experience in SaaS onboarding, service delivery, or client-facing solution implementation roles.
Experience working with non-technical user groups in education, public sector or operational environments desirable.
Familiarity with allergen management or compliance-led environments is advantageous.
Qualifications Degree or equivalent experience in business, IT, education, or related field.
Project management qualification is desirable but not essential.
Behaviours / Cultural Fit Can Do One Stop Shop attitude
Customer-first mindset, focused on delivering agreed promises.
Highly adept at problem solving to ensure the highest level of customer outcomes for each mobilisation.
Collaborative and adaptable, working across boundaries, in HCL aswell as in the marketplace.
Genuine passion for improving school food experiences and wellbeing.
Success Measures Citrus deployments delivered on time and to agreed mobilisation standards.
Parent activation rate at Day 30.
Staff training completion rate and evidenced readiness.
Kitchen/admin daily usage compliance during first 20 school days.
Hypercare exit within 5 school days (max 10), with clear triage accuracy.
Launch satisfaction score from headteachers and admin leads.
Reduction in adoption-phase issues through proactive readiness work.
Why Join HCL?
A company vehicle will be supplied to support the on-site nature and requirements of the role.
Competitive salary
Generous holiday entitlement
Good pension scheme
Life assurance & Employee Assistance Programme
A values-driven organisation committed to quality, innovation and community
Strong focus on personal development and leadership growth
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