Implementation Manager

🚀 Implementation Manager – Join Our Mission to Transform Tipping! 

Hi there! 

Thanks for checking out this role! If you're the right fit, you'll join an incredibly dedicated team on a global mission to bring transparent, fair, and staff-controlled tipping to the hospitality industry and beyond. 

We’ve doubled our revenue in the last six months, cementing our position as the world’s leading tips & tronc solution, and we have ambitious goals to grow even further. 

About the Role 

We're looking for a highly motivated, detail-oriented Implementation Manager with experience in client onboarding, project management, and process improvement. You’ll play a critical role in launching and retaining relationships with our clients. 

What You’ll Do 

✅ Lead the end-to-end implementation process, ensuring a seamless onboarding experience for new customers. 
✅ Be the primary point of contact for new & existing clients, handling inquiries and ensuring client satisfaction. 
✅ Manage multiple projects simultaneously, balancing deadlines and competing priorities in a fast-paced environment. 
✅ Work cross-functionally with Customer Success, Product, and Operations teams to refine processes and enhance the customer experience. 
✅ Conduct training sessions and provide expert guidance to clients on best practices for using our platform. 
✅ Identify opportunities to streamline and optimise onboarding workflows for efficiency and customer satisfaction. 
✅ Ensure compliance with tronc legislation and industry best practices, acting as a trusted advisor to clients. 
✅ Collect client feedback to influence product development and company strategy. 

What We’re Looking For 

🔹 Experience in implementation and project management, ideally within SaaS, fintech, hospitality, or HR tech. 
🔹 Excellent communication & stakeholder management skills, with the ability to engage at all levels. 
🔹 Strong problem-solving & analytical abilities to troubleshoot and optimise implementation processes. 
🔹 High level of organisation and attention to detail, with the ability to manage multiple projects at once. 
🔹 A proactive, solutions-focused mindset and the ability to work well under pressure. 
🔹 Bonus: Knowledge of hospitality operations, EPoS, rota systems, or payroll (not essential but great to have!). 

Tools & Platforms We Use

To support collaboration, we use a range of tools, including:

🚀 Rocketlane – Project management and onboarding 

📊 Freshsales – CRM and customer relationship tracking

💬 Microsoft Teams & 📂 OneDrive – Communication and file management

📋 Airtable – Data organisation and workflow tracking

🎨 Canva – Creating visually appealing content

📧 SendGrid – Email communication and marketing automation

🎟️ Freshdesk – Customer support and ticketing

Why Join Us? 

We know that start-up/scale-up life isn’t for everyone—there will be challenges. But having a brilliant team, a strong purpose, and making a real difference in the lives of our users makes it all worthwhile. We support each other to be our best and hope the successful candidate will feel valued and empowered in this role. 

What We Offer: 

💼 Flexible working hours 
🍽️ Exposure to some of the best UK hospitality operators 
📈 Great career progression opportunities 
🏖️ 33 days holiday (including bank holidays) 
🏠 Remote working options 
🌍 ‘Work from anywhere’ policy - work abroad for up to 4 weeks per year 
💙 An excellent team culture based on values created by our team 

The Interview Process 

We want to make sure this role is the perfect fit for both you and us. Here’s what to expect: 

1️⃣ First Stage – A Teams call with recruitment team to discuss your experience and motivations.
2️⃣ Second Stage – A deeper interview with our Head of Customer Success, focusing on strategy, problem-solving, and your fit with the business. 

3️⃣ Final Stage – Meet our CCO, a casual meeting to get to know each other. 

 If you’re ready to join a fast-growing company where you can make a real impact, we’d love to hear from you. 

💌 Apply now and be part of our journey!

Pre-employment Screening 

All successful candidates must undergo a DBS check, as well as other pre-employment checks such as referencing and right to work. Offers of employment are contingent upon candidates securing and demonstrating their right to work in the UK. Evidence of this right must be provided to TiPJAR, in accordance with the Immigration, Asylum and Nationality Act 2006, before the start of employment.

Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).