parcelLab
Senior Implementation Manager (Europe)
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Senior Implementation Manager – Munich or London
parcelLab, the leading Operations Experience Management platform, is expanding internationally and is seeking top global talent to bring people and brands closer together.
Location
Based out of Munich or London, in our global Customer Implementation Team.
About the Role
The Implementation Team is key to ensuring clients start using parcelLab efficiently and effectively. Successfully implementing role drives long-term customer relationships, supported by our industry-leading retention rates. As an Implementation Manager, you will work with some of the world’s largest, most complex and global clients across nearly all internal company teams.
What You’ll Do
You’ll serve as the technical owner of customer onboarding, focusing on Post-Purchase Operations Experience. This includes:
- Collaborate with leading brands across Europe to help them optimise their post-purchase workflows.
- Develop onboarding scoping alongside Customer Success and Solution Consulting teams.
- Build deep insights into customer goals—e-commerce setups, customer service operations, and logistics/fulfilment.
- Design/define data integration, ensuring seamless data transfer with your guidance.
- Develop flow rules leveraging parcelLab’s flexible trigger engine, customising triggers to precise customer needs.
- Fit technical implementation to strategic outcomes, including workflows, communication rules and templating for operational excellence.
- Promote AI tools & best practices, empowering customers to leverage features while ensuring success.
- Identify use-case opportunities for product enhancement, articulately translating them from both functional (business) and technical perspectives.
- Collaborate across internal teams (Carrier, Product/Engineering, Customer Support) to translate preferences into functionality.
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Requirements
To achieve excellence in this role:
- 5+ years of experience in SaaS implementation/onboarding or technical project management.
- Strong background in stakeholder/expectation management with a flair for detail.
- Strong AI/tech aptitude, open to learning new skills—help is available from Customer Engineering.
- Basic familiarity with scripting (JavaScript, Python, Bash) and/or HTML/Web technologies is a plus.
- Foundational understanding of e-commerce and last-mile logistics—rapidly developable into deep expertise.
- Data-driven mindset, crucial for delivering insights and solutions.
- Fluent in English (written/speaking) essential; German is a plus.
Perks & Benefits
We prioritise your growth, well-being and professional development: 🧠 Freedom to innovate & iterate – room to experiment, learn from failure and implement improvements. 🏙️ Flexible workspace – choose fully remote, in-office, or hybrid model. Global or near an office? Local co-working reimbursed for you. 🪴 Workstyle setup – budget to furnish your home office (desk, chair, decor, devices) or upgrade your existing tech. 💡 Professional development – Leadership/Coaching programs, language courses, LinkedIn Learning access and learning budgets. 📚 Mental well-being support – free mindfulness sessions via nilo.health. 🍾 Culture & connections – virtual and physical parcelLab retreats, company events, regional meetups, and off-sites. 🌍 Diverse global team – 34+ nationalities—blend your perspectives into a collaborative culture. ⭐ 5-star culture & leader in employee experience (ranked on Glassdoor).
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About parcelLab
We bridge post-purchase gaps for 550+ global brands, increasing business longevity by transforming logistics/service sequences into opportunities for emotional connection. Our achievements:
- Daily handling of 6 million shipments.
- Worldwide operational coverage in 153 countries.
- Supporting key players like IKEA, Bose, Farfetch & Nespresso.
- Award recognition on the Financial Times’ Europe Fastest-Growing Tech Companies 2021 list.
- Driving 40M daily "brand love" moments through personalised post-purchase emails.
- Exceptional impact:
- For brands = more opportunities to nurture customer loyalty.
- For consumers = turning utilitarian logistics experiences into joyful moments.
Equal Opportunity Employer
parcelLab values diversity and inclusion, adhering to always joy, always team, always equality—reflecting in every interaction. We actively prohibit all forms of discrimination and seek to attract talent from all backgrounds. We believe diversity fuels better outcomes for both our employees and customers.
Qualified candidates are assessed without consideration ofprotected characteristics, including race, colour, religion, national origin, sex, gender identity, age, marital or veteran status, disability, or other protected status.
Join us on our growth mission—embrace innovation and share in our shared success. Let’s transform millions of post-purchase experiences every day.
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