Job Purpose

The Implementation Lead is responsible for building, managing, and continuously improving a high-performing regional team of Implementation agents.
This role drives the strategic execution of Moniebook's customer onboarding programme at scale, ensuring that every new retail customer in the region is successfully activated, trained, and transitioned into a confident, long-term user of the Moniebook solution.
Operating at the intersection of people leadership, operational excellence, and customer success strategy, the Implementation
Lead sets performance standards, develops team capability, removes escalation blockers, and partners cross-functionally with Sales, Product, and Account Management to deliver a world-class onboarding experience.
Success is measured by team-wide activation rates, time-to-value benchmarks, retention outcomes, and the quality of customer handoffs across the region measure success.

Key Responsibilities

Team Leadership & Performance Management:

Recruit, onboard, coach, and retain a regional team of Implementation Agents, fostering a culture of accountability, customer obsession, and continuous improvement.
Set clear individual and team performance goals aligned to activation rates, time-to-value, feature adoption, CSAT scores, and churn reduction targets.
Conduct regular 1:1s, team reviews, and performance evaluations; identify skill gaps and build development plans to close them.

Onboarding Strategy & Programme Oversight:

Design scalable onboarding frameworks that allow the team to manage growing customer volumes without compromising on quality or personalisation.
Define and maintain onboarding milestones, success metrics, and quality standards across all customer segments.
Identify opportunities to streamline onboarding timelines and reduce time-to-value without sacrificing adoption depth.

Escalation Management & Issue Resolution:

Act as the first point of escalation for complex technical issues, difficult customer situations, or onboarding stalls that agents are unable to resolve independently.
Partner with Product, Engineering, and Support teams to drive resolution of systemic issues affecting onboarding outcomes across the region.
Maintain clear escalation pathways and SLA standards, ensuring customers always feel supported and informed during issue resolution.

Cross-functional Collaboration:

Partner closely with the Sales team to ensure smooth pre-to-post sale handoffs and that customer expectations are properly set before onboarding begins.
Collaborate with Account Managers to refine the handoff process, ensuring agents provide complete, high-quality context that enables seamless long-term retention.
Work with the Product team to surface recurring customer pain points, usability gaps, and feature adoption blockers, acting as a regional voice of the customer.

Data, Reporting & Insights:

Track and analyse team-wide performance data including activation rates, onboarding completion timelines, feature adoption depth, CSAT scores, and early-stage churn metrics.
Produce regular reports for senior leadership on regional onboarding health, trends, risks, and improvement initiatives.
Use data to identify underperforming segments, agents, or onboarding touchpoints, and drive targeted interventions to address root causes.

Process Improvement & Innovation:

Continuously review and refine onboarding processes, tools, and resources to improve efficiency, consistency, and customer outcomes.
Champion the adoption of new technologies, automation, or methodologies that can enhance the team's ability to deliver high-touch onboarding at scale.
Build a feedback loop between frontline agent insights and senior leadership/product decisions to ensure ground-level learnings influence the business.

Qualifications

Bachelor's degree in Business, Technology, Operations, or a related field (or equivalent experience).
4 - 6 years of experience in customer onboarding, customer success, or implementation roles, with at least 2 - 3 years in a team lead or people management capacity.
Proven track record of leading onboarding or CS teams to consistently achieve activation, adoption, and retention targets, ideally within SaaS, retail technology, or fintech.
Strong people leadership skills with the ability to motivate, develop, and hold a distributed team accountable for outcomes.
Excellent analytical skills, able to interpret customer health data, team performance metrics, and identify actionable trends.
Exceptional communication and stakeholder management skills; able to present to senior leadership, navigate cross-functional relationships, and represent the customer voice persuasively.
Deep customer empathy combined with a results-driven orientation.
Highly organised with demonstrated ability to manage multiple priorities, projects, and escalations simultaneously without compromising quality.
Comfortable working in fast-paced, ambiguous environments; brings structure and clarity without over-engineering.

Preferred Qualifications:

Experience building or scaling onboarding teams from the ground up in a high-growth technology company.
Exposure to retail operations, merchant services, or point-of-sale technology.
Experience designing training curricula, onboarding playbooks, or knowledge management systems.
Familiarity with customer health scoring methodologies, NPS/CSAT frameworks, or CS operations best practices.

About You

You are a natural leader who takes genuine pride in developing the people around you, and you measure your success by the success of your team and your customers.
You are strategic and execution-focused; you can zoom out to design the right system and zoom in to resolve a customer escalation on the same day.
You bring calm, clarity, and decisiveness under pressure. When things go wrong, your team looks to you and finds confidence, not panic.
You are deeply data-literate; you use numbers to tell stories, make decisions, and hold yourself and your team accountable.
You are a collaborative partner who builds trust across functions, Sales, Product, Support, and Account Management, and all see you as an ally, not a blocker.
You thrive in environments where the playbook is still being written, and you take ownership of writing it.
You are customer-obsessed at scale, even as you move further from direct customer interaction, you never lose sight of the human beings behind the metrics.

What Success Looks Like

Your regional team consistently achieves 90%+ customer activation rates within the 30 - 60 day onboarding window, month over month.
Average time-to-live for customers in your region is at or below the 1 - 2 week target, with no systemic delays attributed to onboarding execution gaps.
Regional post-onboarding CSAT scores average 4.5+, and your team's handoff quality is rated as excellent by Account Managers.
Early-stage churn (within 90 days post-onboarding) for customers in your region remains below 5%.
Your agents are among the most skilled and engaged at Moniebook, attrition on your team is low, development is visible, and performance is strong.
You have documented, improved, and operationalised at least two significant enhancements to the regional onboarding playbook each quarter.

What we can offer you

Culture: We put our people first and prioritize the well-being of every team member. We've built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
Learning: We have a learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks.
Compensation: You'll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

What to expect in the hiring process

Regional Lead, Client Implementation

Key skills