Overview
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
- Salary is discussed on a call with a recruiter to match your experience with the right salary; there is flexibility and the aim is to find the right fit
- Octopus Energy Group offers a unique culture with autonomy and co-ownership, plus a perks hub with employee benefits
- Awards and recognition for the group and its leadership and culture
Things to note
- P.S. We are a dog-friendly company, so you may see dogs in the offices
- We use AI to help assess applications and support the hiring process; at interview, we value your unique perspective and real-world stories
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 new way for drivers to join the electric charge and experience a ‘lease for life’ through an industry-changing customer experience. Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving.
We’re part of the Octopus Energy Group, which includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs. We are an equal opportunity employer and value diverse perspectives.
If this sounds like you then we’d love to hear from you.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. Final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.
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