Job Overview
We are seeking a seasoned professional to lead our critical onboarding function. This role requires a strategic thinker who can develop and implement process improvements that drive client satisfaction and business growth.
The successful candidate will have experience in client onboarding, supplier management or project coordination, preferably in ecommerce or retail environments. They will be responsible for managing a small team and collaborating with cross-functional stakeholders to ensure seamless execution of end-to-end onboarding processes.
This is an excellent opportunity for someone who thrives in a fast-paced environment and has a proven track record of driving process improvements and delivering high-quality results.
Key Responsibilities:
* Lead and manage the onboarding team, providing mentorship and performance direction to ensure efficient execution of end-to-end onboarding processes.
* Own the client onboarding lifecycle, acting as the key escalation point for internal and external onboarding issues and ensuring smooth coordination across sourcing, legal, finance and operational teams.
* Act as a bridge between internal functions and client-facing teams, ensuring clear communication, proactive updates and the timely resolution of brand and client onboarding inquiries.
* Drive process improvement initiatives, identifying operational inefficiencies and implementing scalable solutions that improve speed, accuracy and client outcomes.
* Monitor key onboarding metrics, reporting on performance, identifying trends and implementing strategic changes to elevate the client and brand experience.
Requirements:
* Proven experience (5+ years) in client onboarding, supplier management or project coordination in ecommerce, retail or a marketplace environment.
* People leadership skills, gained through managing teams or mentoring individuals in a professional setting.
* Excellent cross-functional collaboration skills, with a track record of influencing internal stakeholders and navigating competing priorities.
* Strong organisational skills with ability to juggle multiple workstreams with complex interdependencies and tight deadlines.
* Demonstrated experience with vendor relationship management and price negotiations.
* Strong analytical skills and the ability to interpret data to inform decisions and performance strategies.
* Demonstrated expertise in process optimisation and operational improvement.
* Clear and confident communicator with strong written and verbal communication skills.
* Experience with project management and workflow tools (e.g. Asana, Jira, Salesforce).
* Experience with Ecommerce systems/tools (product information management, supplier/partner management etc.) a plus.
* Skilled to an advanced level in Microsoft Office suite, particularly Excel (pivot tables, formulae, data visualisation using graphs and charts etc.).