Director of Implementations

Title: Director of Implementations
Department: Team Implementations
Location: Cape Town/Lisbon/Breda
Contract Type: 6 Month FTC -> Permanent 
Language: English/French


Reports To

Head of Customer Service

About RoomRaccoon:

RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝

Your Role

The mission of RoomRaccoon’s Director of Implementations is to ensure predictable, high quality go lives at scale by leading people, performance, and process across the Implementation function. You own delivery outcomes, execution discipline, and continuous improvement across all implementation teams, while working closely with the Head of Customer Service and cross functional leaders.

NORTH STAR:  All implementations completed by target date, consistently and at scale.

Other metrics:

• Number of Implementation Completed


• Pipeline health


• Implementation Satisfaction Score
  

People Leadership and Accountability

• Lead and manage all Implementation Managers across markets and locations.


• Own performance management, progression, and accountability for the full team.


• Set clear expectations on output, pace, and quality.


• Run weekly one to ones focused on results, blockers, and ownership.


• Address underperformance early through direct feedback and action plans.


• Build a culture focused on outcomes, accountability, and learning.


• Lead performance reviews, progression decisions, and disciplinary processes in partnership with Team Team.


• Ensure HRIS reflects accurate performance records, leave tracking, and documentation.

Delivery Ownership

• Own team level delivery outcomes across all implementation types.


• Balance workloads across the team based on capacity, complexity, and skill.


• Ensure predictable planning of kick-off, go-lives, and QA reviews.


• Act as final escalation owner for delivery risks and missed timelines.


• Drive consistency in implementation quality across markets and locations.

Process Ownership and Improvement

• Own implementation SOPs, workflows, and operating rhythm.


• Redesign processes to support speed, scale, and clarity.


• Drive structured experiments based on performance data and trends.


• Partner with Sales, Customer Success, Support, and Product to remove systemic friction.


• Enforce handover standards from Sales and onward to Customer Success.


• Reduce repeat issues through root cause analysis and prevention initiatives.

Reporting and Visibility

• Report weekly on delivery performance, risks, trends, and improvements.


• Track KPIs and convert insights into clear actions.


• Provide leadership with visibility on capacity, delivery health, and resourcing needs.


• Use data to support prioritisation and planning decisions.

Cross Functional Collaboration

• Work closely with Sales to improve deal readiness and implementation handovers.


• Align with Customer Success on post go live ownership and outcomes.


• Partner with Support to reduce post implementation escalations.


• Collaborate with Product on feedback related to setup complexity and implementation blockers.

Key skills:

• 6 years+ experience in implementations, operations, or delivery leadership.


• 3 years+ years managing a team.


• Strong people leadership with experience driving accountability and performance.


• Proven record of improving delivery speed and consistency in a B2B tech environment.


• Highly organised, process oriented, and execution focused.


• Strong analytical skills with confidence using data to drive decisions.


• Clear and direct communication skills, written and verbal.

Beneficial skills

• Experience in a startup or scaleup environment.


• Background in SaaS implementations for hospitality or complex platforms.


• Experience scaling teams while maintaining delivery quality.

Why Join RoomRaccoon?

• Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.


• Work with a dynamic, supportive team who values initiative, autonomy, and creativity.


• Opportunity to grow into senior roles as we scale across markets and expand our product suite.


• Regular team events, international exposure, and access to cutting-edge hospitality software.

Perks:

• Mac environment


• Performance bonuses 


• Employee Equity Scheme


• Annual training budget


• Annual Hotel experience 


• Birthday leave


• Long service leave and bonuses


• Quarterly team building budgets & office massages


• Friday lunches on us


• Global Mobility


• Hybrid model

Our Core Values as defined by our Raccoons:

• Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you.


• Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.


• Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.


• Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.


• Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.