Implementation Officer – Retail POS Onboarding

About the role

The Implementation Officer will guide new retail customers through the adoption of Moniebook POS, ensuring the solution becomes an integral part of their daily store operations. Working closely with sales and account management, you will deliver high‑touch onboarding experiences that drive early activation and long‑term value.

Key responsibilities

• Design and execute customized onboarding plans, defining milestones, timelines and success metrics for each retailer.
• Assist customers with initial Moniebook POS setup and configuration to match their workflow.
• Deliver engaging live training sessions—both one‑on‑one and group—to educate staff on core features and best practices.
• Monitor usage data, transaction volume and feature adoption, identifying at‑risk customers and providing targeted support.
• Build trust‑based relationships with key stakeholders, responding promptly to questions and concerns.
• Troubleshoot technical issues, manage escalations and ensure smooth handoff to Account Managers.

Required profile

• Proven experience in customer onboarding, training or implementation, preferably in a retail or fintech environment.
• Strong communication and interpersonal skills with a customer‑centric mindset.
• Ability to analyse usage data and proactively address adoption challenges.
• Detail‑oriented, organized and capable of managing multiple onboarding projects simultaneously.

Required skills