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talent 23, a year of talent and skills

a year of talent and skills

Onboarding and Delivery Lead / Digital Project Manager

  • Full Time
  • Sheffield
  • £28-30k GBP / Year

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SaaS Hospitality CRM and eCommerce

At Airship we understand that great service and products are built by happy people. We are passionate about creating an environment that is highly supportive, friendly, and flexible, and which will enable our team to do their best work.

We’re looking for a Digital Project Manager to join us as our Onboarding & Delivery Lead.

Our people come from a range of backgrounds and life experiences and we are an inclusive and diverse team who are welcoming to all. We asked them how they would describe Airship to a friend and they said: ‘It’s super-supportive. Everyone always tries their best to help when you have a problem. No judgment at all.’

Airship is an established company based in Sheffield. We build SaaS products that serve the best and most exciting brands in UK hospitality spanning every category – from well known high street chains to small independents.

What can you expect?

As Onboarding & Delivery Lead, you’ll have the opportunity to use all of your diverse skill-sets as a digital project manager, managing a small team to deliver service to our customers.

You will lead a team responsible for ensuring customers are effectively onboarded with our systems. You will also be responsible for the execution of our managed CRM marketing services for those customers on our “Plus” or “Expert” packages. .

Key Responsibilities

  • Customer Onboarding & Implementation
    • Manage end-to-end onboarding processes, which covers integration and platform configurations, training, and go-live planning.
    • Collaborate with cross-functional teams to ensure timely and efficient delivery of services.
    • For relevant customers, own the post-onboarding “managed service” process to ensure SLAs are consistently met
  • Team Management & Leadership:
    • Mentor a small team of onboarding specialists and support staff.
    • Set clear performance expectations and conduct regular performance reviews to promote growth and accountability.
    • Foster a collaborative and motivated team culture, encouraging knowledge sharing and innovation.
    • Develop and implement onboarding team workflows, ensuring alignment with business goals and customer needs.
    • Monitor team workloads and resource allocation to optimize efficiency and ensure balanced workloads.
  • Customer Success Focus:
    • Work closely with our Account Managers and customers to ensure a seamless customer-focussed experience, and tailor onboarding processes to meet their requirements.
    • Ensure a smooth and professional handoff to Support and/or Account Management teams post-onboarding.
    • Gather customer feedback to continuously refine and enhance the onboarding experience.
  • Process Improvement & Reporting:
    • Analyse team performance metrics and customer feedback to identify areas for improvement.
    • Drive process optimisation initiatives, leveraging tools and technology to streamline workflows and improve efficiency.
    • Maintain and update onboarding documentation, playbooks, and resources for both internal and customer use.
    • Provide regular reports on onboarding and delivery performance to leadership, highlighting successes and areas for growth.

About you

  • Proven team management skills
  • Scrum Master or other project management experience
  • Ideally you will have previously worked in a SaaS environment
  • Have experience and knowledge within the hospitality industry
  • Excellent organisational skills and attention to detail
  • Comfortable with Gmail, Google Docs, Google Sheets & Trello (or similar system)
  • Comfortable working proactively with multiple streams of work, at pace, and managing customer expectations

Benefits & culture

We are largely an in-person team and we enjoy the collaboration that that brings. For the first 3 months you’ll be in the office at least 4 days a week, learning from the rest of the team. After that you’ll be in the office at least 3 days a week.

If you are coming into the office, we work from the iconic Park Hill, right next to Sheffield Train station. We have views over the city, green spaces front and back and plenty of space.

We will also give you the time, space and budget to learn new technologies and further your own knowledge.

Salary & Benefits

We equip everyone with a Macbook.

  • Job Type: Full-time
  • Salary: £28-30k
  • Job Location: Park Hill, Sheffield (5 mins walk from the train station)
  • Holidays: 25 days holiday + bank holidays + your birthday off. Plus a buy and sell leave scheme and an extra day off after you’ve been here 3 years
  • 10% time: 10% of your time to learn something new
  • Health Insurance: Full private health insurance provided.
  • Family Friendly Policies: Including 26 weeks full pay for maternity leave and flexible working
  • Cycle-to-Work Scheme: Plus secure bike storage at our office
  • Dog Friendly: If you’ve got one, it’s welcome at the office!

Read more at https://airship.co.uk/more/careers 

How to apply

To apply, please visit https://airship.co.uk/apply

To apply for this job please visit airship.co.uk.