Onboarding Manager
Department: Operations Employment Type: Permanent Location: Cardiff, UK Reporting To: Head of Client Services and Onboarding Description We see a world where we all contribute to a thriving planet and together, we are a collective force for good. Planet Mark is a sustainability certification which recognises outstanding achievements, encourages action, and builds an empowered community of like-minded individuals. We work with businesses to rigorously measure their carbon footprint and social value, engage their staff and supply chain to unlock their knowledge and drive passion for change, and communicate their progress to build a positive brand. We help businesses put a purpose at the heart of their organisation that brings social, environmental, and economic considerations together. We’re looking for an experienced Onboarding Manager to join SafePlanet and play a key role in delivering a seamless client onboarding experience from sale through to full implementation. This is a client-facing role where you’ll take ownership of onboarding processes, ensuring clients are set up for long-term success while driving strong engagement, contractor retention, and commercial outcomes from day one. What that means day to day * Leading and delivering tailored onboarding plans to ensure clients are successfully implemented from sale through to go-live * Acting as the main point of contact during onboarding, providing a professional and smooth client experience * Managing mobilisation timelines and ensuring all pre-implementation milestones are achieved * Monitoring onboarding performance and taking proactive steps to improve contractor conversion and retention * Collaborating with Sales, Account Management, Marketing, and Operations to ensure a seamless client journey What you’ll need to be successful You will have experience managing onboarding or mobilisation processes and supporting client accounts within a commercial environment. You should be confident working cross-functionally, ensuring a smooth client journey from sale to implementation. You will be highly organised and process-driven, with the ability to manage multiple priorities in a fast-paced setting. Strong communication skills are essential, enabling you to build relationships and clearly present insights to stakeholders. You will also be data-driven, able to monitor performance, identify trends, and take action to improve outcomes such as conversion, retention, and client satisfaction. * Experience managing client onboarding or mobilisation processes * Experience supporting client accounts * Strong stakeholder management skills * Strong reporting and performance tracking capability * Proficiency in Microsoft Office * Experience in SaaS, compliance, accreditation, or B2B services * Experience working in KPI-driven, revenue-focused environments * Familiarity with CRM and reporting systems * Experience and knowledge within a carbon accounting or sustainability environment What you'll get in return Personal Health \& Wellbeing / Benefits We operate a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer: >🍼 Enhanced Parental Leave >🌴Generous annual leave >🏥 Healthcare Plan >💟 Annual Giving Day – an extra day to give back to yourself or your community >🚲 Cycle-to-work Scheme Future Planning > 💰 Pension scheme with employer contributions >🧬 Life Assurance >💸 Rewards Program – access to discounts and cashback >🏫 LinkedIn Learning License for upskilling \& development Interested but don’t feel you meet all the requirements? Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us! Bring Your Whole Self To Work. Alcumus is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves. What You Can Expect If You Apply * A response to your application within 15 working days * An interview process consisting of: + An initial discovery call with the recruiter + A first stage interview via Microsoft Teams + Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know. #PM