Client Onboarding Team Manager

Job Description

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

• ???? Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
• ???? Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! ???? Visit our perks hub - Octopus Employee Benefits
• ???? Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We've also been placed in the top 10 companies for senior leadership

Things to note

• P.s. ???? just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
• ???? We use AI to help us assess applications fairly and objectively. We're totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we're really interested in hearing your unique perspective and real-world stories. That's the stuff we can't get from a bot or a prompt!