Customer Implementation Manager

Customer Implementation Manager

Edinburgh or London

Full-time

In office 4 days/week

• Do you thrive in fast-paced environments where you can take ownership and drive cross-functional change with significant business impact?
• Are you highly organised, data-savvy and excited by strategic challenges?
• Do you build trusted relationships quickly across functions, remotely and in person, through clear communication and collaborative working?
• Do you thrive in a high performance culture which challenges you to be at your best?

Who We Are

Our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, to grow their revenue, drive efficiencies and deliver fantastic customer experiences, by embedding payments into their products and operating systems. We do this by providing products and services which allow our clients to efficiently collect, reconcile and disburse funds instantly via a range of payment schemes, accounts, and card products, fully controllable via API. Find out more about us on our website and careers site.

What You’ll Do

As Implementation Manager, you’ll lead the Implementation team and be fully accountable for its performance, driving operational excellence and continuous improvement. You’ll report directly to the Head of Onboarding & Implementation and work closely with Product, Card Operations, and cross-functional teams to deliver seamless client integrations and support new product launches.

• Lead, coach, and develop the Implementation team to deliver high-quality, consistent integration experiences across all products
• Ensure customer success by managing seamless onboarding journeys and proactively resolving integration issues
• Own and optimise operational processes to improve efficiency, scalability, and satisfaction, while safeguarding data integrity
• Track and manage performance against SLAs and KRIs, maintaining quality assurance and adherence to best practices
• Drive end-to-end implementation of card operations, including configuration, testing, BIN setup, co-branding, and fulfilment
• Represent the Implementation function in cross-functional projects, product launches, and strategic initiatives, contributing to governance and performance reporting

About You

What You’ll Need

• A curious mindset and drive to explore how AI can make a real difference
• Proven experience leading high-performing teams and driving continuous improvement
• Strong organisational skills and a data-driven mindset
• Ability to support clients with technical integration challenges, including APIs
• Clear and effective communicator with internal and external stakeholders
• Comfortable navigating ambiguity and adapting to evolving processes
• Take ownership, solve problems proactively, and drive results
• Champion the customer perspective and advocate for their needs internally
• Build strong relationships and foster trust with clients and colleagues alike

What We Offer You

• Share Options – We offer a Company Share Option Plan (CSOP), giving you the opportunity to benefit from any increase in share value in the event of a sale, merger, or flotation.
• Bonus – Our annual discretionary bonus, paid in May for the previous year, is based on both company and individual performance.
• Flexible benefits - £1000 to spend on benefits to suit you, including private medical insurance, gym membership, dental etc.
• Wellbeing app – confidential, on-demand access to therapy, coaching, counselling, management training or mindfulness sessions with accredited professionals, with company-funded hours and top-up options available.
• Holidays - 33 days annual leave (including bank holidays) plus your birthday off. In the UK, Christmas Day, Boxing Day, and New Year’s Day are fixed holidays. You can choose the remaining days to suit your personal schedule.
• Learning opportunities - Our two-day onboarding program, ModStart, helps equip you for success. Learning doesn’t stop there; we’ll continue to support your development through various channels.
• Company-Wide Events - Participate in collaborative and engaging events with colleagues across the business.
• Bike to work / E-bike scheme

ModInclusion

At Modulr, we’re committed to building a diverse, equitable and inclusive culture where everyone feels they belong and can bring their whole self to work. We welcome applications from candidates of all backgrounds as we believe it’s the right thing for our people, our business, and the community we operate in.

By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview, or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing [email protected] – but please note that this means we will no longer consider you for the role you have applied for.