Implementation Manager

Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.

Global Operations:

As part of Global Operations, you’ll be working with an amazingly diverse team of talented and customer-centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience.

You’ll find opportunities across customer-facing, technical and administrative roles, customer services, onboarding, Tax-Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivaled prospects to grow, learn and develop in your career.

We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.

Role Overview:

This execution-focused role will work with relevant cross-functional leadership and key SMEs on new customer implementations to drive improved speed of revenue realisation and quality of customer experience. The implementation process covers all stages from scoping through to revenue realisation and activation and as such will involve driving through results in cooperation with other teams within Planet.

What you will do:

• The ultimate success of this role will be indicated by the speed of activation and revenue realisation, implementation efficiency, and customer experience. The Implementation Manager will be accountable for the following:
• Oversight of the end-to-end (E2E) implementation delivery against agreed timelines, expected business case revenues, quality, and contractual SLAs.
• Oversight will extend to complex implementations, involving combinations of existing product solutions (skipping build, dev, and test phases) that are straight to customer pilot and roll-out.
• Working with key functional leads and SMEs through each stage of the process, when required, to ensure implementations are safely handed over to the next team and function; Growth, Solution Management & Sales Consulting, Product & Tech teams (P&T / CIO), Pilot teams, Operations, and Finance.
• Identify internal, customer-related, and 3rd parties’ dependencies on the implementation success and drive for resolution or for respective implementation plan adjustment.
• Monitor the stability and sustainability of the implemented solution by the oversight in the agreed post-implementation ‘warranty period’ (if applicable).
• Managing the customer relationship and experience throughout the implementation process alongside the assigned KAM / BD person.
• Manage risks and develop solutions, alongside key SMEs, that enable implementations to continue to move forward.
• Ensuring that accountable areas utilise best practices with appropriate templates and ways of working.
• Overseeing appropriate governance forums to ensure implementation success.
• Updating, as required, appropriate management systems and tools in line with project management and performance tracking standards.
• Contribute to the best practice evolution and maturity of the implementation function (i.e., playbooks, standardised reporting, etc).
• Deputise for Global Head of Implementations as appropriate.

Who you are:

• Experienced in end-to-end implementation delivery (internal or external) across different functions.
• Lead cross-functional teams and key stakeholders throughout the implementation process.
• Successfully delivered implementations against agreed timelines, expected business case revenues, quality, and contractual SLAs.
• Experienced leading and delivering on business change projects.
• Background in Payments, Technology, or SaaS implementation.
• Strong working relationships with both internal and external stakeholders.
• Advocate for best practices across implementation delivery.
• Exceptional communications skills.
• Excellent planning, organisational, and time management skills.

Why Planet:

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.