Senior Implementation Analyst

Summary

Join ZigZag Global as a Senior Implementation Analyst and lead clients through the onboarding process of the ZigZag Global Returns Solution. This remote role, based in the UK, requires managing e-commerce clients and retailer implementations for white-label partners. You will be responsible for the entire implementation lifecycle, from requirements gathering to go-live and handover to Client Success. The position involves managing stakeholder expectations, handling complex projects, assisting in pre-sales discussions, supporting other analysts, and creating key reports. You will also cross-train colleagues on new modules and analyze processes for improvement. Fluency in English and French is essential.

Requirements

• Multiple years of experience within SaaS (Software as a Service) implementations
• Fintech experience may also be deemed as relevant
• Excellent problem-solving skills, collaborating alongside key business functions such as Sales, Marketing, Product teams
• Multiple years of Delivery/Project Management experience, especially dealing with a range of client profiles, running concurrent projects
• Aptitude for understanding technical solutions and communicating to technical and non-technical audiences
• Ability to demonstrate an understanding of API and System Integration documentation
• Fluent in written and verbal English and French is a must for this role
• Confidence when interacting with clients

Responsibilities

• Hold and maintain a deep knowledge of, and be able to communicate, the capabilities of the ZigZag Global Returns Solution, including Post Purchase Experience
• Work as part of a globally distributed team to deliver retailers, WL partners and clients from pre-sales through to BAU
• Manage the implementation of multiple complex clients onto the ZigZag Global Returns Solution
• Primary point of contact for retailers, WL partners and clients throughout the onboarding process
• Point of contact for the rest of the business for implementation queries
• Communicate proactively with clients to facilitate the implementation process, identify risks and issues, and create solutions
• Work closely with the customer facing teams and WL partners to drive client satisfaction through the implementation process
• Effectively manage client and internal stakeholder expectations
• Share progress reports with the business on implementations in flight and call out risks to go live
• Create and share KPI reporting to a wider business audience
• Develop and maintain comprehensive implementation plans to meet client objectives
• Train and educate retailers, WL partners and clients on the ZigZag Global Returns Solution
• Hold internal meetings for key areas of implementation and own key areas of process
• Analyse and review existing processes to identify areas for improvement and develop strategies to resolve issues
• Provide training and guidance to new implementation team members
• Provide support to the Implementation Manager, covering for periods of leave
• Stay informed of relevant trends and industry news

Preferred Qualifications

• Retail and/or logistics experience would be a bonus
• Empathy and Compassion: Cultivate a Human Heart by displaying empathy and compassion, fostering positive relationships with team members and customers alike
• Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles

Benefits

• 24 days of annual leave, plus bank holidays — with extra holiday days awarded for each full year of service (up to 6 additional days). And to celebrate you, enjoy a bonus day off on your birthday!
• Paid Volunteer Day per year to support a cause you care about
• BUPA Private Health Insurance
• Employee Referral Bonus scheme
• L&D Annual Budget and time to utilize it
• Summer Working Hour - Reduction of working hours during summer
• Working from abroad policy – up to 60 days in Europe and 30 days outside Europe
• Home Office Supplies - Support for setting up and maintaining a productive home office