Client Onboarding Team Manager
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
We're looking for an outstanding people leader to lead our Client Onboarding team in London. You will lead a team of onboarding executives who support a critical part of our customer journey, ensuring every employer has a world-class experience rolling out our EV salary sacrifice scheme to their employees.
You will be responsible for defining and building the next phase in our onboarding journey for companies of all sizes, from self-serve options for small businesses to complex bespoke projects for large enterprises. Using data, feedback from clients and internal stakeholders, and your own experience, you’ll continuously improve the experience and outcomes we are delivering.
This is a player/manager role, so you will own a portfolio of projects and represent the onboarding team during the business development process, alongside your leadership responsibility for the team. A genuine passion for team leadership and customer experience is a must, alongside a collaborative and positive approach, and strong data analysis and project management skills.
What you'll do
Team leadership and development:
Lead and develop our onboarding team, motivating them to deliver exceptional customer experiences and meet their performance goals
Develop scalable, repeatable processes and playbooks aligned with Octopus EV’s goals
Project management and collaboration:
Lead clients through the onboarding process in partnership with Scheme Delivery, Business Development, Account Management and other internal teams
Ensure a smooth handoff between Business Development and Account Management, delivering comprehensive handover notes and strong client education for a lasting, successful partnership.
Attend pitches, prepare project plans and other material to support the business development process. Occasional travel to attend client meetings will be required.
Project manage relaunches and other customer change projects as necessary
Performance Monitoring and Reporting:
Establish and monitor KPIs to measure team and individual performance
Generate insightful reports on onboarding pipelines and metrics, presenting findings, recommendations and regular updates to senior leadership
Continuous Improvement:
Proactively analyse data, customer feedback and trends to identify areas for improvement, and implement approaches to enhance the overall client onboarding experience
Become an expert on our salary sacrifice scheme and, stay up-to-date with industry trends, best practices, and competitor offerings
What you'll need
Experience leading a high-performing customer-facing team
Client onboarding, customer-facing project management, or other highly relevant experience
Proven ability to manage simultaneous projects that require coordination across departments or multi-disciplinary teams
Skilled at internal and external stakeholder management, including communicating and influencing at executive level
Strong presentation skills, able to instil confidence and build rapport quickly
To be a problem solver who remains calm under pressure and adept at handling challenging customer situations
Experience creating and documenting simple processes and partnering with internal teams to deliver ongoing improvements
Strong attention to detail and data analysis skills - able to transform data into recommendations and actions
Highly collaborative and flexible approach, with the ability to work in a fast-paced, quickly changing environment
Knowledge of employee benefits, or rolling out employee-facing tech or services would be great but not crucial. No prior experience of working within EVs or leasing is required
Why else you'll love it here
Things to note
🤖 We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!
About us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.
We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
If this sounds like you then we'd love to hear from you.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.