Regional Lead, Client Implementation

About the role

The Implementation Lead will build and manage a high‑performing regional team of Implementation Agents, driving the strategic execution of Moniebook's customer onboarding programme at scale. You will ensure new retail customers are activated, trained and transitioned into confident, long‑term users of the Moniebook solution.

Key responsibilities

• Recruit, onboard, coach and retain a regional team, setting performance goals linked to activation rates, time‑to‑value, feature adoption, CSAT scores and churn reduction.
• Design scalable onboarding frameworks, define milestones and success metrics, and continuously streamline timelines without sacrificing quality.
• Act as the first escalation point for complex technical issues, partnering with Product, Engineering and Support to resolve systemic problems.
• Collaborate with Sales, Account Management and Product teams to ensure smooth handoffs, set realistic expectations and surface recurring customer pain points.
• Track and analyse activation rates, onboarding timelines, feature adoption, CSAT and early‑stage churn, producing regular reports for senior leadership.
• Continuously improve onboarding processes, champion new technologies and create feedback loops between frontline agents and product decisions.

Required profile

• Bachelor's degree in Business, Technology, Operations or related field, or equivalent experience.
• 4‑6 years experience in customer onboarding, success or implementation, with 2‑3 years in a people‑management role.
• Proven track record of leading teams to achieve activation, adoption and retention targets in SaaS, retail technology or fintech.
• Strong leadership, analytical, communication and stakeholder‑management skills.
• Highly organised, able to manage multiple priorities and escalations in a fast‑paced environment.