Implementation Manager
Contract duration: 6 months
Location: London or Chesterfield- Hybrid. This contract requires frequent travel across London and in the North
Pay range: £600.00- £700.00 per day/ Inside IR35
Start date: ASAP in November
About the role
We're looking for an Operations Manager to support a multi-site programme, working with branch operators and commercial partners to deliver onboarding, training and day-to-day operational support. As the main point of contact for assigned branches and partners, you'll build strong relationships, coordinate successful launches and identify opportunities to improve performance and grow services.
Key responsibilities
Contact prospective branch operators and commercial partners, explain the new service proposition, answer questions and follow up on onboarding actions through to launch readiness.
Coordinate day-to-day rollout activities across branches, assess launch readiness, track outstanding implementation actions and work with branch teams and partners to resolve gaps before launch.
Prepare and update training materials, deliver onboarding and refresher sessions for frontline colleagues, answer practical questions and track training completion to support adoption of new services and ways of working.
Act as the day-to-day contact for assigned branches and third-party partners, respond to operational queries and help colleagues communicate new services to customers, build sales awareness and embed services into branch routines.
Hold operational and performance reviews with branches and partners, gather frontline and customer feedback, identify barriers to adoption and agree follow-up actions to improve service delivery and grow sales.
Log operational issues, coordinate investigations and escalations with internal teams and external partners, and keep branches informed of progress through to resolution.
Keep CRM records, rollout trackers, training records and issue logs up to date, and produce KPI reports and engagement insights covering launch progress, operational performance and outstanding actions.
Check that readiness, compliance and implementation activities are completed, reinforce programme standards and operational processes, and follow up with branches and partners on any outstanding requirements.
A proven track record of managing customer, partner and stakeholder relationships.
Experience delivering outbound engagement, sales or relationship-building activities.
Experience successfully launching and embedding a new service, proposition or product across multiple retail, store or branch locations. Retail rollout experience would be particularly valuable.
Strong experience delivering training and engaging frontline colleagues, working directly with store or branch teams to support adoption and embed new ways of working.
Experience working with customers and colleagues to communicate new services, build sales awareness and drive sales.
An understanding of retail operations, branch environments and the practical challenges of rolling out new propositions across a network.
Experience coordinating with third-party partners and commercial stakeholders to support commercial service delivery.
Experience managing readiness, compliance and implementation activities for new service or product rollouts.
Experience using CRM systems, reporting tools and Microsoft Excel, PowerPoint and Teams.
Skills and experience required include:
A proven track record of managing customer, partner and stakeholder relationships.
Experience delivering outbound engagement, sales or relationship-building activities.
Experience successfully launching and embedding a new service, proposition or product across multiple retail, store or branch locations. Retail rollout experience would be particularly valuable.
Strong experience delivering training and engaging frontline colleagues, working directly with store or branch teams to support adoption and embed new ways of working.
Experience working with customers and colleagues to communicate new services, build sales awareness and drive sales.
An understanding of retail operations, branch environments and the practical challenges of rolling out new propositions across a network.
Experience coordinating with third-party partners and commercial stakeholders to support commercial service delivery.
Experience managing readiness, compliance and implementation activities for new service or product rollouts.
Experience using CRM systems, reporting tools and Microsoft Excel, PowerPoint and Teams.
Ideal candidate profile
You'll bring hands-on experience of delivering multi-site retail rollouts, from readiness and implementation through to training, colleague engagement and embedding services into everyday operations. You'll be comfortable working directly with store or branch teams, helping colleagues build sales awareness, and confidently coordinating with external partners and commercial stakeholders.
Key skills
Commercial awareness and a strong business development mindset.
Excellent stakeholder management and relationship-building skills.
Strong presentation, communication and facilitation skills.
The ability to organise multiple priorities and deliver results.
Strong reporting, administration and operational coordination capabilities.
A proactive, collaborative approach to resolving issues and supporting programme delivery.
TPBN1_UKTJ
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