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