Implementation Specialist

About Fresha

Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide. Fresha is used by 120,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date. The company is headquartered in London, United Kingdom, with 12 global offices located across North America, EMEA and APAC.

Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions. Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management. The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.

Given our exciting and progressive growth plans, we are looking for an exceptional Professional Services Specialist to join our global business at this time of rapid expansion. Reporting into the Global Head of Professional Services, and working closely with our Business Development and Account Management Teams, you will be accountable for ensuring a quality efficient build and accuracy of data migrated for all our Partners coming onto the Fresha Ecosystem through Inbound & Outbound channels. This is a great opportunity for someone looking to work in a fast-paced and ever-changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact. To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the dog-friendly office five days per week.

Key Accountabilities:

• Confidently communicate the onboarding process and set expectations of the project plan.
• Guide and train partners on the Fresha platform to encourage platform adoption.
• Provide quality assurance and demonstrate attention to detail during the onboarding process.
• Track project timelines, task progression and record correspondence.

Partner Onboarding:

• Lead the partner onboarding journey; manage potential risks and handle objections.
• Understand our partners' business requirements and challenges that Fresha will help solve.
• Be curious about the beauty & wellness industry and be familiar with their business operations.
• Scope competitor software, document processes and make continuous improvement a priority.
• Guide, educate and provide product training to ensure a seamless partner handover experience.
• Create and share training materials (video recordings, meeting notes and help centre articles).
• Focus on making sure they actively use our system and utilise our payment/add-on features.
• Create clear tasks using Hubspot and leverage Loom recordings to accurately give instructions.
• Manipulate and clean data sheets; leveraging our CSV migration tools to import data in bulk.
• Assist our partners in getting the best possible onboarding experience.

Additional Ad-Hoc:

• Ensure accurate use of Hubspot to reflect the progress of each partner in the onboarding pipeline.
• Support partners through banking and KYC verification processes; while being compliant.
• Proactively search for opportunities to improve features, internal processes & partner experience.
• Collaborate with teams across multiple timezones and work in markets with different languages.
• Report issues to the support team to ensure product or migration tools problems are resolved.
• Assist with ad-hoc product questions and partner data migration requests.
• Cover other team members and partner projects - at Fresha, we win as a team.

This list is not exhaustive and there may be other activities you are required to deliver.

Skills, experience & qualifications required:

• Commercially minded, understanding critical needs of Partners onboarding.
• Managing expectations of Partner right from the start.
• Exceptionally high organisational and time management skills.
• Excellent oral and written communication skills.
• Proficient in Excel and data cleaning an asset.
• Project coordination experience or certification highly desired.
• Experience working in the Beauty & Wellness sector or previous start-up/scale-up tech company environment an asset.
• Ability to identify problems and opportunities as well as offer or implement actions and solutions.
• Strong analytical and troubleshooting skills.
• An ability to influence others through effective communication and negotiations.
• Flexible and comfortable working in a fast-paced and changing environment.
• Creative thinking and problem-solving mindset.
• Ability to interact with people from across the business and build strong relationships, including the ability to effectively influence upwards.
• Team player - must be happy to ‘roll sleeves up’ and assist the team whenever required.
• Self-starter and highly proactive approach.

At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role.

Interview Process:

• Screen Call - Video-call with a member from the Talent Team (30m).
• Skills & Experience - In Person with Global Head of Professional Services (45m).
• Technical Ability & Cultural Assessment - In Person Interview with PSS Hiring Team.

We aim to finalise the entire interview process and deliver feedback within 4 weeks. Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe.

Inclusive workforce:

At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable. We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment. We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.