Digital Transformation Delivery Team Lead

80% of the global workforce is a frontline worker; yet their work experience - how they work, how they connect with systems, with others, etc - is fundamentally disjointed and difficult compared to desk-based workers.

Blink has built an unparalleled employee super-app to achieve our mission of closing this digital divide and enable distributed organizations to reconnect their frontline workforce, communicate effectively with all their employees and engage with all of them like never before. Blink’s super-app allows frontline workers to access everything they need and everyone they want in the palm of their hand. Our cutting-edge platform serves thousands of users across the globe, empowering enterprises to engage, motivate, and retain their most valuable assets—their people.

Blink has been named in Sifted’s Top 100 fastest growing companies, G2’s report for best employee engagement software and recognised by Gartner as a leading software provider in their annual market guide for Employee Communications Application.

💻 What will you be doing?

Our Implementation team is a global team with a customer-focused ethos and a mission to deliver seamless software implementations that deliver high user adoption, engagement, and instant business value. We are seeking an Implementation Team Lead to join our team, manage and mentor the UK team, and oversee the delivery of Blink to our largest enterprise accounts (10,000+ users). This will role will report in to our Global VP of Implementation based in the UK.

This role requires a blend of strategic thinking, technical expertise, relationship management, and leadership skills to drive change and value realization for our customers. You will play a critical role in ensuring the successful deployment of Blink within large, complex organizations. Additionally, you will be responsible for the growth and development of the team, ensuring their success while also working closely with our partnerships team to help scale our efforts with an expanding partner ecosystem and our Sales function to help drive and bring in new business.

Responsibilities:

• Lead, mentor, and develop a high-performing implementation team, providing guidance, coaching, and support to team members to elevate their skills and ensure successful project outcomes.
• Act as an escalation point for team members and customers, helping to resolve complex issues and providing guidance on strategic account decisions.
• Lead by example, acting as the Programme Manager and senior stakeholder on our largest EMEA accounts.
• Act as the key bridge between sales and the delivery team, ensuring a smooth handoff and setting up the foundation for successful project execution.
• Collaborate closely with stakeholders to craft and refine comprehensive Statements of Work (SOWs) that clearly define scope, objectives, and deliverables, setting the stage for impactful, high-quality implementations
• Collaborate with the VP of Implementation and senior leadership to identify areas for process improvement and implement solutions that drive efficiency and enhance the customer experience.
• Ensure alignment between the implementation team and other internal departments (Product, Engineering, Customer Success) to provide seamless cross-functional support to customers.
• Act as the key Implementation liaison with our UK Sales function
• Build deep executive/C-level relationships, creating new senior stakeholders and understanding business concerns, motivations, and priorities.
• Able to understand executive business priorities and objectives, identify business imperatives, and flex approach to align with business strategy and initiatives.
• Play a key role in expanding our partner ecosystem by building and nurturing relationships with new partners as they are introduced into our network.
• Work closely with internal teams to ensure that partner contributions are effectively leveraged in delivering customer solutions and enhancing overall value.

Requirements

🚀 About you

The successful candidate will have 8+ years of experience and be resourceful, inquisitive, and a fast learner who can easily connect with our customers. You’ll be able to pick up new concepts quickly and empathize with customer pain points. This is a senior role, involving complex projects and executive stakeholder interactions, but the successful candidate will also be comfortable in a start-up environment, able to operate with a level of ambiguity, and not afraid to get hands-on in the details as needed.

• Team management experience, with a demonstrated ability to manage and mentor a team of high-performing professionals.
• Previous leadership experience in managing software implementation projects in a B2B software business, guiding and supporting a team to deliver successful outcomes for large enterprise customers.
• Strong project management skills in overseeing multiple projects and ensuring deadlines are met or exceeded, while effectively guiding the team to maintain the same quality of communication and progress with customers.
• Strong understanding of change management principles and experience in driving organizational change in large enterprises.
• Proven ability to manage and influence multiple senior stakeholders in complex large-scale organizations and comfortable managing these relationships.
• Knowledge of SaaS software best practices and awareness of the typical customer lifecycle within the sector.
• Excited to be involved in a scaling Professional Services function and business, where you can share ideas, drive growth, and enhance our service delivery capabilities.
• Empathetic, sincere, and emotionally intelligent about solving customer problems, leading and mentoring the team to understand and address customer challenges and pain points.
• Experience in a metric-driven environment, being held accountable for the success of you and your team’s projects.
• Ruthlessly organized, with the ability to balance multiple tasks and priorities, provide regular updates, delegate effectively, and represent Blink as a world-class product.
• Project management qualifications are beneficial.
• c.20% Travel required.

Benefits

💚 About us

We're a motivated and ambitious team, we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.

💰 What we offer

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious and supportive team embarking on a journey most start-ups can only dream of! Benefits include:

• A competitive salary
• Competitive salary – and equity in the company.
• 25 days a year off (plus public holidays!)
• Learning & development focus, plus mentorship options. We’ll do everything we can to get you to the top of your game.
• Private healthcare, Ride2Work, pension scheme.
  
  

At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age or veteran status.