Rubicon Bridge Ltd
Project Manager / Onboarding Manager
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Company Overview:
Rubicon Bridge is a fast-growing SaaS provider to the FMCG/Ecommerce/Health & Wellness industry. As a major partner of Amazon and Santander, we specialize in helping brands looking to sell globally become compliant with European regulatory requirements. Our flagship software is revolutionising regulatory compliance for the FMCG/Health and Wellness industry.
We are seeking a Project Manager / Onboarding Manager to own the client journey from signed contract through to a successful, fully configured go-live on the Bridge platform. This role covers onboarding project planning, requirements gathering, cross-team coordination, and account configuration, combining strong project management discipline with enough technical and regulatory grounding to guide clients confidently through a complex compliance process.
Role Overview:
As the Project Manager / Onboarding Manager at Rubicon Bridge, you will hold responsibility for the speed and quality of every client's onboarding experience, ensuring new clients move from signature to live use of the platform smoothly and on schedule. Reporting directly to Head of Project Office or COO, you will own the onboarding project plan for each client, coordinate across Sales, Regulatory, and Product teams, and act as the client's main point of contact until they are fully live and ready to be handed over to Customer Success. You will play a key role in making sure every client's first experience of Bridge is well organised, well communicated, and delivered to a consistent standard.
Responsibilities:
The responsibilities outlined below represent the core elements of the Project Manager / Onboarding Manager role. However, this is a dynamic position and may evolve over time in response to business needs.
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Key Responsibilities:
- Own the onboarding journey for every new client from contract signature through to go-live, coordinating across Sales, Regulatory, and Product teams.
- Build and manage onboarding project plans and timelines for each client, tracking milestones and flagging risks or delays early.
- Run structured kick-off calls, gathering client requirements, SKU and product data, and marketplace scope.
- Coordinate with the Regulatory team to ensure compliance documentation and product data are collected, validated, and processed within agreed timeframes.
- Configure and set up client accounts across Bridge products (MarketRadar, MarketVerify, MarketReady, MarketGuard, MarketWatch) ready for go-live.
- Maintain clean, up-to-date onboarding records and pipeline stages within HubSpot for every active onboarding.
- Act as the main point of contact for clients during onboarding, managing expectations, communication, and resolving blockers quickly.
- Hand over successfully onboarded clients to the Customer Success team with full context and documentation.
- Identify recurring onboarding blockers and work with the wider team to improve process, documentation, and SOPs.
- Create, monitor, and provide regular updates and reports on onboarding KPI performance to management.
- Work closely with the leadership team to align onboarding priorities and capacity with strategic objectives.
Key Skills & Competencies:
- Project Management – Ability to plan, run, and track multiple onboarding projects in parallel to a consistent timeline.
- Commercial Acumen – Ability to translate technical and regulatory understanding into a clear, confidence-building client experience.
- Organisation & Time Management – Ability to juggle a fast-moving onboarding caseload without milestones slipping.
- Attention to Detail – Ensuring accuracy across project plans, records, and CRM data.
- Problem-Solving – Proactive in resolving client queries and removing blockers to a smooth go-live.
- Communication Skills – Clear and confident written and verbal communication, including on client calls and cross-team coordination.
- Process Discipline – Ability to follow and continuously improve a consistent onboarding process.
- Discretion & Confidentiality – Especially when handling client and prospect information.
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Qualifications & Experience:
- Proven experience in a project management, onboarding, implementation, or customer success role.
- A technical and regulatory background, or demonstrable understanding of compliance issues facing food, supplement, beverage, or cosmetics brands, is an advantage.
- Experience using HubSpot or a similar CRM, and familiarity with project management tools.
- Confident communicator, comfortable leading kick-off calls and client meetings.
- Strong knowledge of Microsoft Office 365 and other productivity tools.
- Demonstrated ability to manage multiple concurrent onboarding projects while maintaining accuracy and pace.
- A recognised project management qualification (e.g. PRINCE2, Agile/Scrum) is desirable but not essential.
KPIs & Success Metrics:
- Average time from contract signature to go-live.
- Onboarding milestone adherence (percentage delivered on time).
- Client feedback and satisfaction during onboarding.
- Accuracy and timeliness of onboarding records and pipeline data in HubSpot.
- Successful handover rate to Customer Success with no rework required.
- Achievement of onboarding volume and capacity targets in line with company growth.
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