parcelLab
Senior Implementation Manager (Europe)
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Senior Implementation Manager (Remote - Munich or London)
About the Role
At parcelLab, the leading Operations Experience Management platform, we’re scaling globally and looking for the best talent to help bridge the gap between people and brands. We’re hiring a full-time Senior Implementation Manager based in Munich or London to join our global Customer Implementation team.
Our Implementation Team ensures clients adopt parcelLab quickly and efficiently, setting the foundation for long-lasting relationships. With industry-leading customer retention, we’re committed to making post-purchase experiences friction-free. You’ll work with our largest, most complex global clients, collaborating with key internal teams to guarantee success.
What You’ll Do
Technical & Strategic Ownership
- Be the technical owner of the customer’s onboarding journey, elevating their Post-Purchase Operations Experience.
- Engage with leading brands across Europe, understanding their e-commerce setups, customer service flows, and logistics/fulfilment structures.
Customer-Centric Implementation
- Collaborate with Customer Success and Solution Consulting to align on commercials, define onboarding scope, and set targets.
- Identify customer goals and requirements, ensuring tailormade solutions meet expectations.
- Guide technical integrations, including data transfer processes and insights into optimal ingestion methods.
- Leverage AI-driven tools to accelerate the implementation process.
Solution Configuration & Training
- Adapt our solution to achieve agreed outcomes, ensuring flawless execution.
- Configure rules within the flexible trigger engine (e.g., workflows, messaging, templating) to perfectly match customer needs.
- Provide hands-on training, enabling customers to self-manage the solution while maintaining high standards of compliance and effectiveness.
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Proactive Support & Continuous Improvement
- Address feature-related queries while proactively recommending best practices, AI functionalities, and scalability.
- Identify opportunities to enhance our product, clearly communicating business and technical value to the Product Team for prioritization.
Internal Collaboration
- Work closely with Carrier, Product & Engineering teams to delegate and manage complex requirements.
- Serve as the bridge between clientele and internal stakeholders to meet expectations efficiently.
What You Bring
Experience & Expertise
- 5+ years in SaaS Implementation, Onboarding, or Technical Project Management.
- Proven stakeholder & expectation management, handling both strategic and tactical initiatives.
Technical & Functional Skills
- AI & tech-savvy, eager to learn and expand technical capabilities.
- Basic knowledge of scripting languages (e.g., JavaScript, Python, Bash) or HTML preferred—but Customer Engineering will assist with heavy lifting.
- Understanding of e-commerce and last-mile logistics (deep expertise is a bonus but not mandatory).
- Data-driven mindset in supporting customers’ decisions and quantifying your contributions.
Languages & Soft Skills
- Fluent in English (both written and spoken).
- German is a plus but not a requirement.
What We Offer
📈 Freedom to innovate – ideas are encouraged, and failure is seen as a catalyst for growth. 🚀 30-60-90 day onboarding plan with structured support for seamless integration. 🏢 Flexible workmodel – fully remote, hybrid, or office work (with co-working space subsidies for locations without an office). 💻 Premium tech setup – MacBook/PC + home office budget (desk, ergonomic chair, plants or tech gadgets). 🎓 Career growth – Leadership Development Program, Future Leaders Program, LinkedIn Learning access, and approved training budgets. 🧠 Wellbeing initiatives – Free meditation/mindfulness via nilo.health, coaching, and mental health resources. 🎉 Vibrant company culture – regular retreats, events (in-person/online), local meet-ups, and team bonding off-sites. 🌍 Global, diverse team – over 34 nationalities, with a 5-star Glassdoor rating for company culture and experience.
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About parcelLab
We transform operational complexity into opportunities for brands, ensuring 550+ customers—including IKEA, Bose, Farfetch, and Nespresso—deliver memorable customer experiences.
Our 2021 Financial Times ranking: Europe’s fastest-growing tech companies. We:
- Monitor 6M shipments daily
- Manage experiences in 153+ countries
- Send 13M pro-active, personalized emails per day
- Track 150+ carrier integrations (DPD, DHL, FedEx, etc.)
- Create 40M loveable brand moments daily
Each interaction enhances relationships and turns routine transactions into joyful experiences.
Equal Opportunities
parcelLab celebrates diversity and equality. We commit to: ✅ Elimination of discrimination/harassment ✅ Recognizing all forms of diversity
Qualified applicants of all backgrounds receive candid consideration. Equal opportunity applies to gender identity, national origin, veteran status, or disability.
Join us to help shape the future of post-sales experiences, contributing to the success of millions daily.
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Jessica, London
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