Implementation Project Manager EMEA in London

HqO is connecting real estate to the people with an asset agnostic, cross‑property suite of powerful applications and services that foster best‑in‑class, dynamic end‑user experiences. HqO’s REX (Real Estate Experience) Platform assesses the health and performance of a person’s experience within a physical space while providing the necessary tools for operators to manage and optimize it, all from one central location. HqO has been trusted to power 400 million+ square feet across 1800+ properties in 32 countries, and we’re backed by some of the world’s most prominent VC and real‑estate companies as we continue to grow rapidly across the world. We’re driven by our core values of LET’S GO (Learning, Excellence, Truth, Service, Goodness, Ownership) which define our culture and push us to do our best work every day. If you want to join a fast‑growing, highly collaborative, and supportive team that is at the forefront of real‑estate transformation, we’re the company for you.

About the role

We are seeking a Program & Implementation Manager to join our growing EMEA Delivery team, reporting into the Senior Director of Client Delivery. In this role, you will program manage HqO’s most complex enterprise development projects while serving as the implementation lead for the region, onboarding new buildings and delivering new features for customers across the UK, France, and the wider EMEA region. You will be the connective tissue between our customers and our internal technical teams, driving each engagement from kickoff to launch, within scope, on time, and on budget while accelerating the customer’s time to value. This is a high‑impact, customer‑facing role for someone who thrives on managing detail, aligning stakeholders, and turning complex requirements into smooth, successful go‑lives. Professional fluency in both French and English is strongly preferred. This position will enjoy a collaborative hybrid work model in our London or Paris office.

What you’ll do

• You will own the successful delivery of HqO’s most complex projects and customer go‑lives across the EMEA region.
• Program manage complex enterprise development projects end to end—delivering outcomes on scope, on time, and on budget while ensuring each program delivers measurable value to the customer.
• Lead the implementation and onboarding of new customers and new buildings across EMEA, accelerating time to value within HqO’s standard onboarding timelines and proactively clearing bottlenecks.
• Drive successful launches and the adoption of program deliverables, ensuring customers graduate from onboarding with a healthy status and a strong onboarding CSAT.
• Manage scope and change requests with discipline, ensuring proper documentation, evaluation, and approval throughout the project lifecycle.
• Maintain clear, transparent communication with internal and external stakeholders—delivering status updates, reports, and project ceremonies that keep everyone aligned and expectations well managed.
• Proactively identify, assess, and mitigate risks and issues, resolving conflicts and minimizing disruption to program outcomes.
• Track program milestones, dates, and health in our systems (e.g., Salesforce/HubSpot) and keep relevant stakeholders informed of progress.
• Partner cross‑functionally with Account Management, Sales, Support, Product, and Engineering to align on delivery and remove roadblocks.
• Guide customers in adopting key product features—delivering training sessions and driving effective product usage and value realization.
• Develop and optimise processes, templates, and documentation to drive consistency, efficiency, and scalability across HqO’s delivery and onboarding operations in the region.
• Conduct post‑project reviews to capture lessons learned and recommend improvements for future engagements.

What you bring

• 5+ years of experience in program/project management and/or customer onboarding and implementation, ideally in enterprise SaaS, PropTech, or commercial real‑estate technology.
• Professional fluency in both French and English (strongly preferred), with the confidence to manage stakeholders and run meetings in either language.
• A proven track record delivering complex, multi‑stakeholder technical projects on scope, on time, and on budget.
• Strong stakeholder management skills, with the ability to translate between technical and business audiences and keep executives, customers, and delivery teams aligned.
• Experience onboarding enterprise customers and driving product adoption, including delivering effective customer training.
• Solid command of project and program management methodologies, plus risk and change management.
• Proficiency with project management and CRM tooling (e.g., Salesforce, HubSpot, or similar).
• Highly organised and detail‑oriented, with a bias for action and strong follow‑through—you don’t let important details slip through the cracks.
• Excellent written and verbal communication skills.
• Comfortable working in a hybrid model from our London or Paris office, with willingness to travel within the region as needed for customer go‑lives.
• Commercial real‑estate or built‑environment experience is a plus.