Implementation Manager, parcelLab
Operations experience management
Job no longer available
Operations experience management
101-200 employees
Job no longer available
101-200 employees
Company mission
parcelLab's mission is to give people new reasons to fall in love with brands by unlocking a whole new part of the customer journey, to bring people and brands closer together.
Role
Who you are
- 3+ years of experience in a comparable position, ideally in the SaaS and/or e-commerce environment
- Outstanding project, stakeholder and expectation management as well as diligence for endeavours both big and small
- Tech-savvy and interested in learning new technical skills
- Ability or willingness to understand scripting languages, like JavaScript or Python. However, you will have a Solutions Engineer to do the heavy technical lifting
- Understanding of how e-commerce works. You don’t need to be an expert yet, but you will definitely have to become one
- Data driven mindset: both in supporting customers in their decisions, but also in demonstrating your own contribution. At parcelLab, we work with OKRs to ensure joint & coordinated effort towards our shared goals
- Lead by example; share experience with your team members, coach and support them on their development
- Fluent in both written and spoken English. Other languages are a plus (German, French, Spanish etc.)
What the job involves
- The Implementation Team is parcelLab’s power house, the team plays a vital role in making sure our clients start using parcelLab as quickly and efficiently as possible
- You will work directly with our customers and across nearly all of our internal teams
- Successful implementation of parcelLab is the start of us building long lasting relationships with our customers and we’re pretty good at it too, we have industry leading customer retention and we only want that to improve!
- As a Senior member of the team, you will be working with some of our largest and most complex clients
- A new or existing customer wants to up-level their Operations Experience. After commercials have been agreed with the customer, you will work to understand the scope of the project and define how and with which timeline the project will be delivered. Not all customers start with us for the same reason. You create a detailed launch plan, and execute it together with the customer
- Ownership of the customer’s success in this project by gathering a deep understanding of their goals and requirements. You’ll get to know their e-commerce setup, how their customer service operates and how their logistics & fulfilment is set up
- Time for the technical integration: You own the implementation of your customer. This includes hands-on coding in which you do not need to be an expert yet, but are willing to learn. When it gets very complex you involve our Customer Engineers to support
- During the whole project, you’ll answer customer’s questions about features but also proactively recommend best practices and functionalities
- Our Customer Team is vital to our ongoing success, therefore you will proactively and reactively identify possibilities to develop our product further. When handing those opportunities over to the Product Team, you demonstrate the business value of the opportunity and also are able to communicate effectively about technical aspects
Salary benchmarks
Our take
As e-commerce becomes increasingly competitive, customer retention and service are paramount. ParcelLab is helping retailers in this endeavour by transforming the post-sales experience into a brand advantage.
ParcelLab’s intense focus on its customers’ customer retention is what differentiates it from other outfits in the post-sale space. It sees every step in the delivery process, straight through to last-mile details, as an opportunity for the retailers it services to re-engage consumers.
The company is now pursuing international expansion, especially in North America where the value of e-commerce is already massive and growing. Regular product launches maintain a consistent rhythm of new and useful offerings for customers.
While there are other players in the ‘Operations Experience Management’ space, notably Narvar, the startup’s biggest competitor is still probably the status quo. ParcelLab must continue to prove to potential customers that post-sales is where future customer dollars can be both won and lost.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2021
$108.1m
SERIES C
Oct 2019
$2.4m
SERIES B
Total funding: $111.6m
Company benefits
- Comprehensive 30-60-90 day onboarding plan
- Regular company retreats
- Modern office in Hammersmith
- Team events
- Feedback sessions
- Flexible working
- Offices in Munich & Paris
- Permanent employment
- Hardware: Choose between Mac and Windows
- Work accessorises
- Annual budget for personal development
- Fully remote company
Company HQ
Hammersmith, London, UK
Leadership
Tobias Buxhoidt
(CEO)Previously SCM & Logistics Consultant for Barkawi Management Consultants. Before that, worked as a Warehouse Manager at IAVF. Graduated with an MEng in IT from University of Newcastle.
Julian Kenge
(CTO)In addition to an MBA at the RWTH Aachen, they also studied computer science. Was responsible for websites and technologies at Nobel & Hennig as well as the design of interfaces and media. Worked at several tech startups in Germany.
Anton Eder
(CoS)Seven years of experience in online marketing and sales processes. A business economist and studied at the University of Munich and at the Royal Institute of Technology in Stockholm.
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