Client Onboarding Team Manager

We're looking for an outstanding people leader to lead our Client Onboarding team in London. You will lead a team of onboarding executives who support a critical part of our customer journey, ensuring every employer has a world class experience rolling out our EV salary sacrifice scheme to their employees.

You will be responsible for defining and building the next phase in our onboarding journey for companies of all sizes, from self serve options for small businesses to complex bespoke projects for large enterprises. Using data, feedback from clients and internal stakeholders, and your own experience, you'll continuously improve the experience and outcomes we are delivering.

This is a player/manager role, so you will own a portfolio of projects and represent the onboarding team during the business development process, alongside your leadership responsibility for the team. A genuine passion for team leadership and customer experience is a must, alongside a collaborative and positive approach, and strong data analysis and project management skills.

• Lead and develop the onboarding team, motivating them to deliver exceptional customer experiences and meet performance goals.
• Develop scalable, repeatable processes and playbooks aligned with Octopus EV's goals.
• Lead clients through the onboarding process in partnership with Scheme Delivery, Business Development, Account Management and other internal teams.
• Ensure a smooth handoff between Business Development and Account Management, delivering comprehensive handover notes and strong client education.
• Attend pitches, prepare project plans and other material to support the business development process. Occasional travel to client meetings may be required.
• Project manage relaunches and other customer change projects as necessary.
• Establish and monitor KPIs to measure team and individual performance.
• Generate insightful reports on onboarding pipelines and metrics, presenting findings, recommendations and regular updates to senior leadership.
• Proactively analyse data, customer feedback and trends to identify areas for improvement, and implement approaches to enhance the overall client onboarding experience.
• Become an expert on our salary sacrifice scheme and stay up to date with industry trends, best practices and competitor offerings.

• Experience leading a high performing customer facing team.
• Client onboarding, customer facing project management, or other highly relevant experience.
• Proven ability to manage simultaneous projects that require coordination across departments or multi disciplinary teams.
• Skilled at internal and external stakeholder management, including communicating and influencing at executive level.
• Strong presentation skills, able to instil confidence and build rapport quickly.
• Problem solving ability, remaining calm under pressure and adept at handling challenging customer situations.
• Experience creating and documenting simple processes and partnering with internal teams to deliver ongoing improvements.
• Strong attention to detail and data analysis skills - able to transform data into recommendations and actions.
• Highly collaborative and flexible approach, with the ability to work in a fast paced, quickly changing environment.
• Knowledge of employee benefits, or rolling out employee facing tech or services would be great but not crucial. No prior experience of working within EVs or leasing is required.

As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone. Based on the needs of the job, we will offer reasonable accommodations to any candidate who requires them. We welcome and encourage applicants of all backgrounds to apply.