Senior Implementation Analyst, ZigZag Global
French & English Speaking
More information about location
Product returns management portal
Be an early applicant
Product returns management portal
101-200 employees
Be an early applicant
More information about location
101-200 employees
Company mission
To reduce the cost, waste and friction associated with returns, boost customer loyalty and make retailers more profitable and sustainable.
Role
Who you are
- 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
- 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
What the job involves
- As a Senior Implementation Analyst - you will independently lead ZigZag direct clients and the clients, or internal teams, of white-label partners through the ZigZag Global Returns Solution onboarding process, including all of our Post Purchase modules
- This is a blended role, where you’ll manage both e-commerce clients and retailer implementations for white-label partners from requirements capture to go live. You will engage with our enterprise and Key partners to understand their requirements, then create and deliver on plans to implement these solutions and services
- When live, you’ll move clients and white-label retailers into BAU and hand over them to Client Success. You’ll need to confidently manage stakeholder expectations throughout this process, so Project Management Experience would be very advantageous
- As a Senior Implementation Analyst - you’ll be expected to own more complex implementation projects, assist in pre-sales technical discussions, support and guide the Implementation Analysts, and provide key reporting to the business. Cross training internal colleagues in newer modules within the Post Purchase Experience Suite we offer will also be a key focus of your role
- 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
Application process
- If you are interested, please send your CV in English
Our take
ZigZag Global is helping retailers streamline their returns process with a branded returns management portal that lets them create customer-friendly solutions without the need for costly in-house engineering. It's an efficient way to manage returns while maintaining a smooth customer experience.
Today, returns are a big challenge for retailers, with around 15% of items being returned across both physical and online stores. In eCommerce, that figure jumps to 40%. This puts pressure on retailers to manage reverse logistics effectively, ensuring they can keep customers satisfied while also maximizing the value of returned goods through restocking.
Since its founding in 2015, ZigZag has built an impressive roster of customers, including Dorothy Perkins, Oakley, and Selfridges & Co. Following its acquisition by NYSE-listed Global Blue, a leader in tax-free shopping, the company is set for a new phase of rapid growth, with access to Global Blue's expansive merchant network, ZigZag is on its way to scaling its impact even further.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2019
$19m
SERIES A
Aug 2017
$0.7m
SEED
Total funding: $20.2m
Company benefits
- 24 days holiday + bank holidays + additional day holidays after every full year of service (up to 5 additional days) plus a bonus day off on your birthday
- Flexible working options - fully remote with option to work from our London office
- Pension plan
- BUPA Private Medical Insurance
- Annual L&D Budget
- Employee referral bonus scheme
- Flexible working hours
Company HQ
Holborn, London, UK
Leadership
Al Gerrie
(CEO & Founder)They are also a Non-Executive Director at We Are Pentagon and Director XCom Ltd, BlueStone International Investments, and Romford Raiders Ice Hockey Club. Previously Head of Multichannel at outdoor clothing & equipment retailer Mountain Warehouse, and was eCommerce Multi Channel Manager at Office Shoes.
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