Location: Cannock
Reports to: Head of Implementation
Hours: Flexi Time (3 days office / 2 day WFH) — 37.5hrs p/w
[Role Overview]
Managing the implementation of our technical platforms, by providing end-to-end project management of technical instals whilst ensuring the platforms are delivered on time.
[What You Will Do: key responsibilities]
- Manage multiple concurrent onboarding projects across multiple technical products, within specific timeframes for each project plan
- Managing a detailed handover from the sales team on each project to ensure full detail has been obtained prior to implementation beginning
- Develop a detailed project plan and monitor progress every day of the technical timeline and delivery
- Liaising and updating stakeholders (both internally and externally) on the status of project
- Collaborate with internal teams to design, develop and implement digital projects
- Deliver projects on time and on budget ensuring quality standards are met
- Communicate with the relevant client stakeholders and ensure all members are on board with delegated tasks and deliverables
- Provide status reporting regarding project milestones, deliverable, dependencies, risks and issues, communicating across leadership
- Build and maintain client relationships across the implementation phase
- Lead project meetings (both internal and external) including training sessions
- QA all project deliverables
- Assess and evaluate project success
- Collaborate with support and success teams to improve client experiences
- Add to the SOPs, help docs and videos to aid the team and clients across all technical products
- Report feedback from clients
- Utilist the correct escalation process when dealing with client objections in a timely and appropriate manner and ownership of the client communication
- Identify upsell opportunities for all Journey clients throughout the onboarding process
- To ensure that the highest level of quality customer care is delivered and all problems or incidences are managed, reported and highlighted
- Provide feedback to Commercial Performance Director to be able to speak with the Product team on functionality and useability and feature requests
Requirements
[What You Have]
- Implementation and project management skills
- Excellent communication skills
- The ability to relay technical information to non-technical users and elicit clients' needs.
- Planning and organisation
- Influencing and relationship building
- Flexibility and adaptability to change
- Proven track record of supplier/customer management
- Delivering results
- Initiative and problem solving
- IT-literacy skills
- Methodical and Analytical abilities
- Motivation and enthusiasm
- Ability to remain calm under pressure and work towards deadlines in a fast paced environment
- Previous experience with Click up and Planhat or any project management tools desirable
[What You’ll Bring]
We’re a collective of disruptive thinkers, digital specialists and tech pioneers. But above all, we’re a family. We win together, and lose together. And we pride ourselves on our ethos of culture first, capability second. So we’re looking for someone that yes has the skills, but also has our back, like we’ll have yours.
- Strong people skills.
- Great communication skills and diligence
- Fast learner, accountable and ambitious.
- Passionate about detail, data and order. Bent on creating processes and systems.
- Ability to work under your own initiative in a highly pressured environment.
- Good listening skills and the ability to anticipate business needs.
- Able to develop relationships with 3rd parties and the hotel teams.
- Strong level of motivation, determination and commitment.
- Excellent organisation and multi-task management skills
- 1-2yr Client or customer facing experience.
- IT (ideally Mac) - competent
- Knowledge or experience of hotels, marketing and technology a great advantage
Benefits
Think of your role here as more than just a job; it's about shaping your future, one hotel at a time. We're a team of innovators, strategists, storytellers, and engineers, all with a few things in common. We love hotels, we get results, and we provide great online experiences for hoteliers and their guests. Our work can be challenging, but we're firm believers that when you love what you do, you do it well.
Find out more about your career at journey here:
American Hospital Dubai
Marriott International
NMC Healthcare
Aster DM Healthcare
Jumeirah Group
Samsung Electronics
Halliburton