We are looking for an Implementation Manager to join our Customer Success team. In this role, you will be responsible for the end-to-end process of launching customisable product ranges along with updating and maintaining live products. These range from highly customisable sublimated team uniforms to embellished stock training wear.
This role is customer-facing. Within a small team working with global brands, you will be exposed to a wide range of functions, including software engineering, e-commerce, manufacturing, supply chain, design, product development, sales, and more.
Internal, customer and partner collaboration is essential for success, as understanding and addressing underlying needs and expectations is crucial. This requires strong partnerships, clear communication, and proactive issue resolution.
Key Responsibilities
- Manage customer projects of varying size, complexity and timescale; own timelines and proactively manage risks
- Create project technical specifications to capture all customer requirements and plan for implementation.
- Act as a central point of contact, facilitating collaboration between internal teams and customers to deliver projects, ensure project documentation is well managed
- Develop a practical understanding of Unmade OS and how it can be applied to meet customer requirements
- Coordinate the setup and testing of custom teamwear products
- Champion quality assurance through each stage of project delivery
- Identify opportunities for process improvements – clearly outline problems and solutions to get buy-in.
What we’re looking for
To be successful in this role, you will need:
- A strong understanding of the sportswear / teamwear market and products
- Experience facilitating meetings to drive decisions
- To be comfortable facing new problems and ambiguity
- To be able to communicate complex information in a clear and simple way
- To work effectively across different time zones with our customers, factory partners and the Unmade Product Creation team in Bangkok.
- To collaborate with internal and external teams to find the right solution
- To be a self-starter, to prioritise day-to-day tasks in line with strategic business needs
- To be a critical-thinker with experience in testing and validating assumptions
- A willingness to learn new systems and tools
- To contribute to an inclusive and positive working environment for everyone
- To measure twice and cut once
Nice to have
- Adobe Illustrator experience
- Experience with apparel systems such as: Product Information Management (PIM), Enterprise Resource Planning (ERP), Colour libraries
- Understanding of apparel development and related tools, such as CLO 3D
- Software industry experience
- “25 days annual leave + bank holidays, with the option to purchase an extra 5 days per year”
- Flexible hours – organise your own time over the week to help you fit work around life
- Hybrid working – 2 days from our London office
- Working abroad policy
- Pension & salary sacrifice schemes
- Enhanced parental & sick leave
- Team lunches & plenty of office snacks
- Regular team socials
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