Job Description

Implementation Manager

Location: Farringdon, London, EC1M 6PE

Reports to: Head of Client Services

Join a team that safeguards people and operations worldwide

Northcott Global Solutions (NGS) is a trusted partner for medical, security, and travel risk management. As global risks evolve, we keep our clients' people, assets, and operations moving safely. We're hiring a driven, hands-on Implementation Manager to lead client onboarding and deliver flawless accounts set-up. If you thrive at the intersection of client service, delivery, and growth, this role is for you.

What you'll do

Lead end-to-end onboarding and implementation, coordinating Operations, Client Services, Technology, and Development to deliver on time, on scope, and at quality. Map and document workflows; maintain accurate, current records in CRM and project tools; run CRM-driven retention and lifecycle initiatives. Own client-reported issues: log, track, and resolve quickly. Work with third parties (e.g., TMCs and reservations teams) to support bookings and resolve live travel/service issues--often under pressure--to protect continuity, safety, and satisfaction. Continually refine onboarding and user experience to increase usability and engagement. Ensure implementations meet policy, security, quality, and compliance standards. Set up and manage trials/pilots, define success metrics, and capture actionable feedback. Turn feedback and usage data into insights; partner with Product/Development on enhancements, integrations, and new services that drive strategic growth. Identify upsell/cross-sell opportunities during onboarding to support organic growth. Build trusted relationships with senior stakeholders (CEO, COO, Directors) and act as a strategic advisor throughout the client lifecycle.

What you'll bring

A proven record in onboarding, project delivery, and customer success--ideally in risk management or tech. Working knowledge of ISO 31030 (travel risk management). Success in fast-paced, target-driven environments. Exceptional communication, negotiation, and relationship-building skills at all levels. Smart CRM practices to track engagement and satisfaction. Resilience, prioritisation, and calm under pressure across multiple client work streams.

Qualifications & experience

3-5 years of project implementation/management with on-time, in-scope delivery (essential). BA in Business, Project Management, or related field (essential). Experience with CRM and performance tooling (desirable).

What we offer

30,000-35,000 starting salary (DOE). Performance-based incentives. Clear paths for career progression and professional development. Comprehensive benefits, including health and dental insurance. Workplace pension. 28 days' leave plus public holidays.

Work pattern

Monday to Friday, 9-5, office-based (flexible remote/hybrid by exception). Out of hours work and cross-time-zone delivery when needed. Occasional overseas, sales-oriented travel.

Why NGS?

Join a supportive, high-energy team committed to global safety and security. Grow with a next-generation evacuation and safe-travel provider. Do work that truly makes a difference and saves lives. Be part of a diverse, inclusive culture that prioritises well-being.

Ready to make a global impact?

Send your CV and covering letter to:

cchrysanthou@northcottglobalsolutions.com

With the subject:

Application [Your Name]: "Implementation Manager"

Follow NGS on LinkedIn for updates and future opportunities.

Job Type: Full-time

Pay: 30,000.00-35,000.00 per year

Work Location: Hybrid remote in London EC1M 6PE