Global Implementation Lead

WHO WE ARE
Join FPG and become part of a dynamic team dedicated to elevating service and revenue excellence. With over 30 years of expertise, we’ve perfected the art and science of optimizing frontline performance. The unique artistry of our inspiring FPG team with the cutting-edge science of our proprietary technology, IN-Gauge – we have set the benchmark in technology and training. Our global footprint extends across world-renowned brands in the hospitality and automotive industries, spanning more than 100 countries and boasting over 60,000 app users.
At FPG, we are committed to unlocking the full potential of individuals and transforming the frontline role. Our culture is built on empowerment, passion, and continuous growth. When you join us, you’re not just a part of a company – you’re joining a movement that believes in the potential of people and their ability to make a difference. Experience a fulfilling career with us, where your aspirations meet opportunities.
WHO YOU ARE
You are a result driven professional with experience coordinating complex, multi-region SaaS or hospitality technology implementations. You thrive at the intersection of operations, technology, and customer success, ensuring every activation runs efficiently, on schedule, and with measurable outcomes.
You may come from backgrounds such as:

• A SaaS Implementation Specialist or Onboarding Manager who has successfully managed concurrent activations and is ready to step up to a global coordination role.
• A Technical Professional Services or Technical Account Manager with hands on deployment experience who excels at bridging technical teams and customer stakeholders.
• A Technical Project Coordinator or Integration Lead familiar with POS, PMS, or other hospitality systems, adept at identifying and removing bottlenecks to accelerate delivery.

You combine:

• A strong operational mindset focused on process excellence, scalability, and time-to-value.
• Customer facing communication skills that build trust and ensure smooth onboarding experiences.
• Technical fluency to understand dependencies, integrations, and automation opportunities across systems and teams.
• You are motivated by structure, collaboration, and measurable impact—and you bring the discipline and curiosity needed to continuously improve how global implementations are delivered.

WHAT YOU WILL DO
As the Global Implementation Co-Ordinator, you will act as the central point of control for all customer implementation across Frontline Performance Group’s hospitality technology solutions. This role ensures seamless deployment, efficient time-to-market, and governance over implementation frameworks, data integrity, and training processes. The Co-Ordinator will manage communications, monitor team performance, and guide customers through the crucial first 90 days of onboarding to ensure long-term success. In addition, the role will proactively monitor customer health and adoption, ensuring that customers derive measurable value from IN-Gauge and addressing risks of underutilization or churn.
Key responsibilities include:
Customer Onboarding & Engagement

• Oversee the primary point of contact role for customers during the first 90 days of onboarding, ensuring consistency, clarity, and momentum throughout the process.
• Manage all communications, meetings, and touchpoints with customers to align expectations and accelerate deployment.
• Escalate commercial or account-related risks (e.g., churn signals, misalignment on contract scope, adoption blockers) to the Sales organization in a timely and structured manner
• Oversee the Customer Success Handoff, ensuring a smooth transition from implementation to long-term account management and customer success teams.
• Provide proactive Risk Management by identifying technical, operational, or customer-related risks and implementing mitigation strategies.
• Monitor and drive customer adoption of IN-Gauge features, identifying gaps in usage and collaborating with Product teams to resolve them.
• Drive Training Oversight by ensuring customers receive appropriate training, tracking completion, and measuring knowledge retention.

Implementation Process & Automation

• Lead continuous improvement of tasks through automation of the implementation pipeline to reduce manual workload and accelerate deployments.
• Oversee governance on training data, ensuring accuracy and compliance.
• Standardize processes for Global Consistency, creating a unified customer experience across all regions.
• Govern the framework of deployment, ensuring projects adhere to best practices, compliance, and structured sign-off stages.

Performance Measurement & Reporting

• Track and measure time-to-market for all implementations, highlighting inefficiencies and driving acceleration.
• Monitor and report on the number of customer meetings, deployment duration, and project milestones.
• Measure and evaluate the ROI of implementation engineers, ensuring efficient use of resources.
• Provide executive-level reporting and dashboards on implementation progress, customer satisfaction, and team performance.

Team Oversight & Collaboration

• Oversee Implementation Specialists and Engineers, ensuring tasks are executed consistently and within time expectations.
• Provide guidance, mentorship, and feedback to improve efficiency, productivity, and customer outcomes.
• Coordinate with Sales, Product, Training, and Support teams to align timelines, data needs, and customer priorities.
• Govern and measure engineer performance, including time spent with each customer and overall efficiency metrics.
• Work cross-functionally with Integrations, Data Engineering, QA, and InfoSec teams to ensure implementations meet technical, data quality, testing, and security requirements.
• Support escalation handling by validating and raising critical customer health risks (e.g., adoption gaps, recurring blockers) with the appropriate stakeholders.

Governance, Tools & Feedback

• Maintain oversight of Tools & Systems Management, ensuring CRM and project management tools are leveraged to track progress, log data, and automate reporting.
• Capture continuous feedback from customers and engineers to refine and enhance future implementations.
• Close the feedback loop by sharing adoption and health insights with Product teams to influence roadmap prioritization.
• Ensure compliance with governance frameworks, data security, and internal policies across all implementation activities.

HOW YOU WILL DO IT

• Reduction in implementation time-to-market
• Customer satisfaction during onboarding and handoff
• Improved feature adoption rates and time to value
• Successful completion of training programs with measurable retention
• Reduction in early churn risk indicators (low usage of key product features, incomplete training, lack of engagement)
• Efficiency of implementation engineers (time per customer vs. ROI)
• Global consistency of processes and customer experience
• Adoption of automation in the implementation pipeline

QUALIFICATIONS

• 8+ years’ experience
• Proven experience in projection coordinator or implementation management within hospitality technology (POS, PMS, or SaaS)
• Experience monitoring product adoption and driving customer health improvements
• Strong organizational and time management skills, with the ability to manage multiple global projects simultaneously
• Excellent communication and stakeholder management skills
• Data-driven mindset with expertise in reporting and performance measurement
• Familiarity with governance frameworks, compliance, and process improvement
• Experience managing cross-functional global teams and driving automation initiatives
• Demonstrates ability to collaborate with technical teams (Integrations, Data, AQ, InfoSec) to ensure secure, scalable, and high-quality implementations

BENEFITS
We offer competitive compensation and a full range of benefits to all regular, full-time employees and their qualified dependents as outlined below.

• Salary: €55,000 – €70,000 annual base + monthly performance incentives
• Annual leave - 25 days
• Annual company paid holiday during Christmas week.
• Work from home flexibility.
• Lucrative Incentive Plan