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- Tasks: Lead the mobilisation of our Citrus platform in schools, ensuring a smooth experience for all users.
- Company: Join HCL, a leading specialist school caterer transforming children's food experiences.
- Benefits: Enjoy a competitive salary, generous holidays, and a supportive work environment.
- Other info: Work in a collaborative culture with strong focus on personal development and leadership growth.
- Why this job: Make a real difference in children's lives while developing your career in a dynamic role.
- Qualifications: Experience in SaaS onboarding or client-facing roles; passion for improving school food experiences.
The predicted salary is between 39809 - 42971 £ per year.
Location: Hybrid Hertfordshire HQ with travel to school sites across our growing south-east region and increasingly national presence, as required.
Salary Range: £39,809 - £42,971 per Annum (DOE)
Hours: Full-time, 37 hours per week
Contract: Permanent
HCL is a leading specialist school caterer, transforming how children experience food. Every day, HCL makes a difference to thousands of children's lives; we cook delicious, nutritious meals; we run workshops that teach the next generation how to eat well and never settle for less. HCL has its own Citrus technology product which supports allergen food safety management for pupils and food ordering for parents, and which we have a strong and committed roadmap to develop further.
The Product Mobilisation Lead is the market-facing ambassador of the Citrus platform. They ensure every school, parent community, kitchen, and HCL contract manager experiences a smooth, confident and high-quality one-stop-shop experience of Citrus.
- Customer Citrus Mobilisation Leadership
- Work with the HCL Citrus Sponsors, HCL Mobilisation Manager and Citrus Platform Specialist to ensure client needs and expectations are clearly understood and accurately translated into the configured Citrus environment.
- Conduct school operational readiness checks including hardware commissioning, Wi-Fi viability, device login validation and general site readiness.
- Deliver user onboarding for school office staff and other relevant users.
- Support parent communication and activation steps with the Contract Manager to ensure a smooth go-live preparation and on-the-day support, ensuring operational confidence across all user groups.
- Provide structured mobilisation-phase hypercare and complete mobilisation only when stability, satisfaction, and agreed success measures are met.
- Maintain accurate mobilisation status and communicate risks and issues to internal stakeholders.
- Client Experience Management
- Act as the primary HCL face of Citrus during mobilisation, providing a high-quality customer experience for schools, parents, contract managers, and internal teams.
- Support schools in understanding key Citrus processes, ensuring confidence in day-to-day operations.
- Assist in the triage of mobilisation-phase issues, directing school environment issues to Support Desk or school ICT, workflow and training gaps, and genuine platform defects to the Citrus Platform Specialist.
- Collaborate with the HCL Mobilisation Manager to ensure Citrus delivery aligns with wider customer mobilisation activity.
- Operational Support
- Ensure schools understand upcoming menu or operational calendar events and are fully prepared for them.
- Support users in understanding how Citrus reinforces School Food Standards and allergen safety principles.
- Product Development Support
- Provide real-world field feedback to inform Citrus improvements, surfacing user behaviour, usability challenges, and opportunities for improvement and simplification.
- Work with the Citrus Platform Specialist and Product team to channel school and parent insights into continuous improvement.
Skills & Competencies
- Strong organisational and mobilisation skills with the ability to lead multiple go-lives in parallel.
- Excellent communication and stakeholder engagement abilities with non-technical users.
- Understanding of data privacy principles from an operational user-handling perspective.
- Ability to translate user needs and behaviours into actionable improvements.
- Problem-solving mindset, adaptable, with strong customer empathy and attention to detail.
Experience Requirements
- Proven experience in SaaS onboarding, service delivery, or client-facing solution implementation roles.
- Experience working with non-technical user groups in education, public sector or operational environments desirable.
- Familiarity with allergen management or compliance-led environments is advantageous.
Qualifications
- Degree or equivalent experience in business, IT, education, or related field.
- Project management qualification is desirable but not essential.
Behaviours / Cultural Fit
- Can Do One Stop Shop attitude.
- Customer-first mindset, focused on delivering agreed promises.
- Highly adept at problem solving to ensure the highest level of customer outcomes for each mobilisation.
- Collaborative and adaptable, working across boundaries, in HCL as well as in the marketplace.
- Genuine passion for improving school food experiences and wellbeing.
Success Measures
- Citrus deployments delivered on time and to agreed mobilisation standards.
- Parent activation rate at Day 30.
- Staff training completion rate and evidenced readiness.
- Kitchen/admin daily usage compliance during first 20 school days.
- Hypercare exit within 5 school days (max 10), with clear triage accuracy.
- Launch satisfaction score from headteachers and admin leads.
- Reduction in adoption-phase issues through proactive readiness work.
Why Join HCL?
- A company vehicle will be supplied to support the on-site nature and requirements of the role.
- Competitive salary.
- Generous holiday entitlement.
- Good pension scheme.
- Life assurance & Employee Assistance Programme.
- A values-driven organisation committed to quality, innovation and community.
- Strong focus on personal development and leadership growth.
Apply Now
Product Mobilisation Lead in Welwyn Garden City employer: Hertfordshire Catering Limited
Contact Detail:
Hertfordshire Catering Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Mobilisation Lead in Welwyn Garden City
✨Tip Number 1
Network like a pro! Reach out to people in the education and catering sectors, especially those who might know about HCL. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by understanding the Citrus platform inside out. Show us you’re not just a candidate but a potential ambassador for our product. We love it when you can speak our language!
✨Tip Number 3
Practice your problem-solving skills! Think of scenarios where you might need to adapt quickly or handle customer queries. We want to see that 'can-do' attitude shining through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Product Mobilisation Lead in Welwyn Garden City
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with SaaS onboarding and client-facing roles. We want to see how your skills align with the Product Mobilisation Lead position, so don’t hold back!
Showcase Your Communication Skills: Since this role involves a lot of stakeholder engagement, it’s crucial to demonstrate your excellent communication abilities. Use examples from your past experiences where you’ve successfully interacted with non-technical users or managed client expectations.
Highlight Problem-Solving Examples: We love a good problem-solver! Share specific instances where you’ve tackled challenges in a mobilisation or onboarding context. This will show us that you have the right mindset for ensuring smooth operations.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at Hertfordshire Catering Limited
✨Know Your Citrus Inside Out
Make sure you understand the Citrus platform thoroughly. Familiarise yourself with its features, especially those related to allergen management and user onboarding. This will help you demonstrate your expertise and show how you can enhance the user experience during the interview.
✨Showcase Your Communication Skills
As a Product Mobilisation Lead, you'll need to engage with non-technical users. Prepare examples of how you've successfully communicated complex information in the past. This could be through training sessions or presentations, so be ready to discuss your approach to ensuring everyone feels confident using the platform.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've tackled challenges in previous roles, particularly in SaaS onboarding or client-facing environments. Highlight your problem-solving mindset and how you adapt to ensure customer satisfaction, as this is crucial for the role.
✨Prepare Questions About Client Experience
Have insightful questions ready about how the company measures client satisfaction and success during mobilisation. This shows your genuine interest in improving school food experiences and aligns with their customer-first mindset. It also gives you a chance to assess if the company culture fits your values.