Description
Implementation Manager
Department: Technology
Employment Type: Fixed Term - Full Time
Location: Utrecht, Utrecht, Utrecht, Hybrid
About ReBound
ReBound (part of Reconomy) is a leading international software and logistics company specialising in Returns Management solutions. Our award-winning platform helps retailers and brands simplify the returns process, improve operational performance, and reduce environmental impact.
The opportunity
The Implementation Manager is responsible for managing end-to-end client implementations, ensuring successful onboarding and product adoption. This role combines technical configuration expertise with strong client relationship management to deliver high-quality solutions that meet client needs while maintaining scalability and consistency. The Implementation Manager works cross-functionally to coordinate delivery efforts, resolve issues, and uphold documentation and quality standards throughout the implementation lifecycle.
Key Responsibilities
What you’ll do
You will be accountable for the full implementation lifecycle: onboarding planning, configuration, testing, troubleshooting, go-live, and post-launch quality checks—while maintaining scalability, consistency, and documentation quality across implementations.
Implementation delivery
- Lead client implementations end-to-end: kickoff, onboarding plan, configuration, testing, go-live and launch follow-up.
- Organise and run client working sessions (solution walkthroughs, testing sessions, progress updates) and keep stakeholders aligned on actions, timelines and dependencies.
- Track requests, risks and issues, and ensure follow-up with the right internal teams to keep delivery moving.
- Maintain clear project documentation (timelines, actions, outcomes) and ensure information is accurate, accessible, and aligned to documentation standards (clarity and traceability).
- Handle clients change requests by scoping impact, assessing feasibility with internal teams, and managing delivery via agreed change control and timelines.
Solution configuration & quality assurance
- Coordinate integration requirements and validation with client IT and internal technical colleagues (APIs, data feeds, webhooks / data mapping) — no coding required.
- Support testing/UAT by setting up test steps, coordinating execution, documenting outcomes, and ensuring issues are logged and resolved before launch.
- Troubleshoot implementation challenges across configuration, data and operational flows, escalating internally when needed.
- Conduct final readiness checks and coordinate with relevant teams to confirm go-live readiness and minimise post-launch issues.
Cross team alignment
- Coordinate with Sales, Product, and Client Management to align implementation plans with internal timelines and product capabilities.
- Perform quality checks during and after launch, identify gaps, and drive improvements with relevant stakeholders.
Continuous improvement
- Capture lessons learned and suggest improvements to templates, documentation, and implementation steps to increase consistency and speed.
- Lead structured knowledge transfer by documenting key learnings and sharing implementation best practices within the team to support onboarding and continuous improvement.
- Share structured product/process feedback to support improvements in product quality and documentation.
What success looks like (first 6–12 months)
- Take ownership of a portfolio of international implementations and deliver stable go-lives.
- Improve consistency of delivery through strong documentation standards, disciplined testing, and clear stakeholder follow-up.
- Reduce recurring issues by identifying root causes and feeding improvements back into the team.
Skills, Knowledge & Expertise
What you bring
Must-have
- 5+ years in complex B2B implementations / client onboarding / delivery roles with multiple stakeholders and moving parts (software and/or logistics/operations).
- Proven ability to manage multiple concurrent implementations, keeping timelines, actions, and dependencies under control.
- Comfortable coordinating technical topics such as APIs, webhooks, data feeds and data mapping and translating technical concepts for non-technical stakeholders (no coding required).
- Strong testing mindset: able to coordinate UAT, document outcomes, and drive issue resolution to readiness for launch.
- Strong organisation and follow-through; you take ownership and keep work moving with limited day-to-day oversight.
- Confident communicator in business English (written and spoken); able to explain complex flows clearly.
- Bachelor’s degree or equivalent experience.
Nice-to-have
- Exposure to warehouse operations, 3PL, WMS or supply chain environments.
- Experience working with international clients across time zones.
Job Benefits
What we offer
- Hybrid working
- 8.33% holiday allowance (paid in May)
- 27 vacation days (full-time)
- Pension scheme and health insurance contribution
- Home office allowance
- Mental health support via OpenUp
- NS Business card or travel allowance (€0.23/km)
- Bike plan
- Healthy lunch provided
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