Head of Supply Chain Onboarding

Title: Head of Supply Chain Onboarding 

Location: Remote  

Salary: Dependent on experience 

The Role  

We are looking for a customer facing Implementation/Onboarding Manager to join our growing supply chain team, supporting our largest Supply Chain customers from pre- to post-sales, onboarding through to go-live. The Head of Supply Chain Onboarding is an energetic customer facing person who will engage, retain, and drive our customers' understanding of existing and new product offerings. This person will work with the broader Supply Chain organization, as well as other departments within eComplete to assist in the pre- and post-sales lifecycle for eCompletes portfolio of customers.  

Throughout this process serving as a trusted advisor for each customer leveraging the eComplete supply chain platform. The ideal candidate will be as passionate about our industry and solutions as they are about providing an exceptional experience for every customer. As the voice of the Customer at eComplete, we expect our Head of Onboarding to be an active listener but also strategic thinker understanding that wearing both the company and the customer that equates to success for all. 

Areas of Focus: 

• Pre-Sale — scoping and project plan building. 
• Implementation — customer onboarding, post-sale deployment project management & governance. 
• Solution – understanding and solving the customer's business challenges. 
• Relationship Management — collaborate on the entire customer lifecycle. 
• Product Enablement — customer evangelist for product enhancements and utilization. 

Responsibilities  

• Lead onboarding of Supply chain projects with our new customers, buy formalising the process then overseeing implementations from end-to-end. Guiding the customer through the onboarding plan. 
• Effectively communicate with customers, from executives to operators, to achieve successful execution of objectives OTIF. 
• Interface with internal eComplete teams; Supply Chain, Technology, Marketing and Trading and Client Services to ensure a successful go live OTIF. 
• Ensure a comprehensive understanding across eComplete, and design future state to address customer workflow needs. 
• Identify and mitigate risks to the onboarding timeline and customers achieving their stated business goals. Create and manage the schedule and meet deadlines. 
• Troubleshoot with customers when issues arise and require resolution or guidance. 

Skills  

• 5+ years' experience in successfully driving onboarding of new customers in complex customer environments in the supply chain industry, brokerage or 3PL is a plus. 
• 2+ years' experience in data migration and familiar with integration options, processes, and mappings. 
• Excited about immersing yourself in a customer's business and connecting the dots between one-off initiatives and a broader strategic vision. 
• Eager to contribute beyond your role to strategic initiatives to improve the customer experience with eComplete. 
• Tenacious at driving long-term customer value. 
• Demonstrated history of data-enabled decision making and prioritization. 
• Willingness to travel on-site with customers and suppliers as needed. 

About Us 

eComplete is a multifaceted eCommerce Growth Agency and Private Equity Group; evolved to deliver eCommerce growth on a Global scale. We don't operate as a traditional agency, instead, we utilise our proprietary data platform, industry leading experience, and bespoke global infrastructure, to provide embedded insight and support across all functions. This enables us to deliver faster targeted growth at a reduced risk with improved financials for our eCommerce partners and clients. 

Benefits  

• Competitive holidays + an extra day for your birthday  
• Enhanced Maternity & Paternity leave  
• 5% employer Pension contribution vs 4% employee 
• Access to office space in Stockport & LDN 
• Free office parking  
• Study support related to role 
• Employee discounts across our Brands 

Our Culture  

At eComplete Group, our focus is creating a culture that actively encourages our employees to voice and implement new initiatives and better ways of working, we respect our employees ideas, creativity and most importantly we value their time. 

Our goal is to provide a working environment that protects and respects family life. We achieve this by giving our employees the flexibility to work from any location.  

eComplete has every intention of sharing their success with their employees by giving back a percentage of our acquisitions, along with providing an enhanced benefits package. 

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