Implementation Analyst

Job Title: Implementation Analyst

Type of employment: Permanent / Full time (40 hours a week)

Location: Remote from the UK. Please, note that you must have the right to work in the UK in order to be considered.

About ZigZag Global

We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading Enterprise retail clients are Inditex (Zara, Bershka, Pull&Bear, etc.), Superdry, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, SkyNet and FedEx.

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.

Person’s profile

We are in search of an Implementation Analyst who resonates with our Purpose, Vision, and Values and is eager to contribute to a team where these principles are more than words – they guide our actions. Your commitment to fostering positive relationships, whether with colleagues or customers, will help create an environment where everyone feels appreciated and valued.

About the Implementation Team

As an Implementation Analyst you will independently lead ZigZag direct clients and the clients, or internal teams, of white-label partners through the ZigZag Global Returns Solution onboarding process.

This is a blended role, where you’ll manage both e-commerce clients and retailer implementations for white-label partners from requirements capture to go live. You will engage with our partners to understand their requirements, then create and deliver on plans to implement these solutions and services.

When live, you’ll move clients and white-label retailers into BAU and hand over them to Client Success. You’ll confidently manage stakeholder expectations throughout this process.

What you’ll be doing

• Understand, and be able to communicate, the capabilities of the ZigZag Global Returns Solution
• Work as part of a globally distributed team to deliver retailers, WL partners and clients from pre-sales through to BAU
• Manage the implementation of multiple clients onto the ZigZag Global Returns Solution
• Primary point of contact for retailers, WL partners and clients throughout the onboarding process
• Communicate proactively with clients to facilitate the implementation process, identify risks and issues, and create solutions
• Work closely with the customer facing teams and WL partners to drive client satisfaction through the implementation process
• Effectively manage client and internal stakeholder expectations
• Share progress reports with the business on implementations in flight and call out risks to go live
• Develop and maintain comprehensive implementation plans to meet client objectives
• Train and educate retailers, WL partners and clients on the ZigZag Global Returns Solution
• Stay informed of relevant trends and industry news

Requirements

• SaaS (Software as a Service) implementations experience
• Excellent problem-solving and project management skills
• Aptitude for understanding technical solutions and communicating to technical and non-technical audiences
• Ability to demonstrate an understanding of API and system integration documentation
• Fluent in written and verbal English (German and French would be a bonus)
• Confidence when interacting with clients
• Retail and/or logistics experience

o Collaborative Mindset: Embrace a collaborative approach to work, actively participating in team discussions and contributing ideas to foster a supportive and innovative environment.

o Passion for Continuous Improvement: Embody a commitment to continuous improvement, actively seeking opportunities to learn and grow both personally and professionally.

o Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.

Benefits

• Competitive salary
• 24 days holiday + bank holidays + additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Flexible working options - fully remote with option to work from our London office
• Pension plan
• BUPA Private Medical Insurance
• Annual L&D Budget
• Employee referral bonus scheme
• Flexible working hours

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.