Implementation Manager

As an Implementation Specialist, you will be working closely with Customer Success Managers and the Scheduling and Quality Assurance teams and be responsible for configuring all new and recurring mystery shopping and audit programs in our administrative systems, in a timely fashion and to the highest standards.

This is a key position within a cross-functional team, and requires the ability to prioritize with a strong sense of urgency in a fast-paced and complex business environment. Strong time management and planning skills are a must, along with proactive communication with multiple stakeholders. You are detail-oriented and able to maintain high work standards.

As an Implementation Specialist, your main responsibilities are :

• Participate in Info-Project meetings in collaboration with the Customer Success Managers (CSM);
• Work with CSM and the Scheduling team to obtain and share all the elements required for the implementation of the project, including participating in establishing the best field strategy to meet the client's objectives, while balancing the needs of Intouch;
• Client setup in our systems;
• Review and advise CSM when creating questionnaires;
• Execute test shops;
• Review contractor guidelines
• Prepare solicitation texts (run description) for shop opportunities;
• Standardize documents / communications to contractors (guidelines, solicitation texts, website - in collaboration with the Scheduling team);
• Prepare the distribution of shops for each client shop cycle :
• Create shop cycles in our systems;
• Update location lists and configure the required parameters in our systems;
• Create shop configurations (schedule / fees / shop type / scenario / purchases / rotation / shop model / exceptions by locations);
• Provide weekly implementation updates to the Business Unit Leader;
• Follow the timelines and project tasks to respect each client’s delivery schedule;
• Ensure effective and regular communications with internal stakeholders (CSM, Schedulers, QA);
• Keep up-to-date information on the implementation of the projects;
• Setup of required custom dashboards / records lists to facilitate easy access to information of importance to the client;
• Coordinate (logging and tracking) of custom development requirements, reasonable to solve product gaps and / or software bugs encountered through implementation to ensure on time delivery;
• Actively participate in meetings;
• Actively participate in the continuous effort to improve operations;
• Be creative, innovative and achievement / goals-oriented.
• track and report on relevant KPI's - eg on-time completion rates, customer satisfaction, client usage, growth opportunities

Required Profile