Client implementation lead

About the role

About Our Client Implementation Lead is responsible for delivering a best-in-class onboarding and implementation experience for CMAC clients. This role owns the full implementation lifecycle, from contract signature through to successful go‑live, ensuring solutions are delivered efficiently, on time and aligned with client objectives.

Acting as the primary liaison between clients and internal stakeholders, the Client Implementation Lead translates customer requirements into effective delivery plans, manages risks and ensures a smooth handover into long-term account ownership. This role is critical in supporting CMAC’s growth, client retention and international expansion strategy.

Play your part in our team succeeding

Success in this role means delivering smooth, on-time implementations that meet agreed scope and quality, leaving clients confident, informed and ready for long-term success. It’s reflected in strong client satisfaction, clear stakeholder confidence, proactive risk management and repeatable onboarding processes that enable the business to scale efficiently while turning complex requirements into well-controlled, high-impact outcomes.

What you will do

Client Implementation & Delivery

• Lead end-to-end client implementations from onboarding through to successful deployment.
• Own delivery excellence for new products and services, defining scope, timelines, milestones and success criteria.
• Develop, manage and maintain detailed implementation plans, ensuring delivery remains on track, within scope and aligned to expectations.
• Proactively identify, manage, and mitigate implementation risks and issues before they impact client outcomes.
• Ensure a seamless transition from implementation into business-as-usual client management.

Client & Stakeholder Management

• Act as the primary point of contact for clients throughout the onboarding and implementation phase.
• Build strong, trusted relationships with client stakeholders, positioning CMAC as a valued long-term partner.
• Deliver clear, consistent, and confident communication to internal and external stakeholders, ensuring transparency and alignment.
• Manage stakeholder expectations effectively, balancing client needs with operational delivery capabilities.

Cross-Functional Collaboration

• Work closely with cross-functional internal teams to translate client requirements into clear delivery actions.
• Coordinate resources and dependencies across teams to ensure smooth execution.
• Support senior stakeholders by providing accurate updates, insights, and performance reporting.

Quality, Compliance & Continuous Improvement

• Champion quality standards and compliance throughout the implementation lifecycle.
• Embed best-practice onboarding and implementation processes.
• Continuously review and enhance onboarding frameworks, tools, and documentation to improve scalability and client outcomes.
• Monitor KPIs and implementation metrics to ensure objectives are achieved.

Business Growth & Development

• Support international client implementations and operational readiness for overseas markets.
• Contribute to business improvement, operational excellence, and product delivery initiatives.
• Actively support initiatives that enhance scalability, efficiency, and overall client experience.

What you need

• Strong end‑to‑end project management skills, with experience delivering complex, multi‑stream projects
• Able to maintain clear governance, momentum and client confidence throughout the lifecycle.
• Proven ability to balance delivery with client facing engagement, able to manage multiple workstreams and competing priorities in fast‑paced, customer-facing environments.
• Excellent communication, presentation and stakeholder management skills, able to translate complex delivery detail into clear, value-focused messaging for clients and senior stakeholders.
• Commercially aware, proactive problem solver, skilled in identifying risks and opportunities early, addressing delivery challenges, and protecting both client outcomes and long-term account relationships.
• Confident user of CRM and project management tools, using data and insight to track delivery, manage client interactions, demonstrate progress and support account growth and retention.

Desirable

• Strong experience or a degree in Business, Transport Management, or a related discipline.
• Experience supporting international or multi-market clients.

About You:

Our ideal candidate brings together strong interpersonal skills, commercial maturity and a forward thinking, can‑do mindset. You naturally build rapport and trust with a wide range of stakeholders, demonstrating empathy, professionalism, and the confidence to influence without authority.

You’re not someone who waits to be asked. You spot opportunities, take initiative and are motivated by achieving and exceeding targets. Whether it’s strengthening client and supplier relationships, resolving issues before they escalate, or identifying new ways to add value, you stay one step ahead.

This is a role for someone who thrives at the heart of the client relationship - a delivery focused leader who enjoys turning ambition into reality. You bring a relentless client‑first mindset, instinctively focusing on what success looks like for the customer and working tirelessly to deliver experiences that create long term value.

Commercially sharp and delivery‑driven, you’re quick to identify risks and opportunities, anticipating challenges early and stepping in decisively to keep momentum and outcomes on track.

You communicate with clarity and confidence, able to win hearts and minds at all levels, from senior stakeholders to front line teams. Energised by pace and change, you adapt quickly as priorities shift, while maintaining an exceptional eye for detail, quality, and delivery standards.

Above all, you combine structured, disciplined project execution with strategic thinking, ensuring every implementation not only lands successfully today, but also supports the wider growth and direction of the business long term.

About Us

CMAC Group is a fast‑growing leader in global passenger transport and accommodation solutions - trusted by airlines, rail operators, major corporations and emergency breakdown providers to keep people moving safely and seamlessly, 24/7/365.

Since 2007, we’ve built a powerful technology-led aggregation platform that connects clients to a vast, reliable global supply network, enabling us to move over 5 million passengers every year across the UK, Europe and beyond.

Our portfolio of specialist brands include Suntransfers.com, CoachHireComparison.co.uk, Minicabit.com and CheckedSafe, which gives us unmatched capability to coordinate transport and accommodation at scale, even in the most complex or time critical situations.

Backed by ComfortDelGro, one of the world’s leading mobility groups, CMAC continues to operate with the agility and innovation of an independent business whilst benefiting from the strength, stability and global reach of a major international parent company.

At CMAC, you’ll join a team that thrives on solving real world challenges, shaping the future of mobility and delivering exceptional service when it matters most. If you’re driven, curious and excited by meaningful impact, you’ll feel right at home here.

CMAC Group actively promotes equality, diversity and inclusion (EDI).

EDI is extremely important to us and we work hard to ensure that everyone connected with CMAC - whether employees, customers, Board Members, suppliers, or partners - has genuine and equal opportunities to participate in our organisation.

We welcome and support people of all backgrounds and identities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

Our aim is to create an environment where everyone’s rights, dignity, and individuality are respected.

We value the unique contribution each person brings to our team and business, and we are committed to building an environment where everyone feels included and able to thrive.

CMAC Group is an equal opportunities employer. We welcome applications from all suitably qualified candidates and are committed to ensuring fair, accessible, and equitable treatment for all applicants and employees.