Implementation Associate

Location: London (Hybrid, 2 days/week) + UK & Ireland travel

Type: Full-time

Compensation: Competitive base

Reporting to: Customer Success Director

Openr is transforming how the hospitality industry manages menus and pricing. By centralising recipe, product, and pricing information into a single source of truth, we help multi-site hospitality operators connect to every channel; delivery platforms, EPOS, digital boards, order & pay apps, and print, without manual re-keying or fragile integrations.

We were built by operators who couldn't find what they needed. Backed by Imbiba and with £3m in funding, our customers include Stonegate Pub Company, Hall & Woodhouse, Big Table Group and the Azzurri Group. We're now expanding the platform significantly, with several new modules launching in the coming months, all focused on unlocking pricing optimisation capabilities for operators.

We see the customer lifecycle starting during the sales process. We believe our growth will come from a customer-led strategy, with land & expand and customer advocacy as key drivers. When a customer signs with Openr, the real work begins; getting a multi-site operator from a signed Statement of Work to a live, working solution is what this role is about.

You'll work closely with the Solutions Consultant and Customer Success Director as part of a single, unified customer team covering all market-facing functions. This is a hands-on delivery role, but it's also a customer-facing one. Your ability to build trust with operator teams is as important as your ability to configure the platform.

• Own Delivery from SOW to Go-Live: Take the Statement of Work handed over by the Solutions Consultant and drive it through to a live, working solution. Manage timelines, track milestones, and keep stakeholders on both sides informed throughout.

• Configure the Platform: Set up and configure Openr to match each operator's estate — their product library, pricing structures, channels, integrations, and workflows. Get the detail right so operators experience value immediately.

• Manage Integrations: Work with operators' IT teams to connect Openr to their existing stack, Oracle, Zonal, Fourth, delivery aggregators, EPOS, order & pay apps, and print. Understand what needs to connect, why, and how to make it work without disrupting live operations.

• Train and Enable Operator Teams: Run training sessions for the people who will use Openr day-to-day, operations managers, menu teams, finance, and IT. Make sure they're confident, not just capable.

• Provide Early-Stage Support: Act as the technical point of escalation for new customers while dedicated support processes are built out. You know the platform and their configuration, which means you resolve issues quickly and build trust early.

• Champion Customer Insights: Bring structured feedback from implementations back to Product, Engineering, and the Solutions Consultant. The real-world intelligence that sharpens the roadmap and makes the next implementation faster.

• Implementation or Onboarding Experience: 1–3 years delivering B2B SaaS implementations, technical onboarding, or solutions delivery, ideally in hospitality tech or a similarly complex, integration-heavy environment.

• Technical Confidence: Comfortable working with APIs, data structures, and integration documentation. You don't need to write production code, but you need to understand how systems talk to each other and troubleshoot when they don't.

• Hospitality Knowledge: A genuine understanding of multi-site hospitality operations. The pain of 6-week menu cycles, manual pricing workflows, and fragmented data across channels should not require explanation.

• Strong Project Management: Able to manage multiple implementations in parallel, keep timelines on track, and communicate clearly when things need to change.

• Clear Communicator: Equally comfortable in a configuration session with an IT team and a training session with an operations manager. You adapt how you explain things based on who's in the room.

• Builder's Mindset: Comfortable working in a fast-moving environment where you'll sometimes need to build the process as well as follow it.

• Technical Familiarity: Understanding of integration ecosystems is a strong advantage.

In your first 12 months, you will:

• Deliver implementations on time and to scope, with operators going live confident in the platform and their team's ability to use it.

• Build a repeatable delivery process, from SOW handover to go-live, that gets faster and smoother with each implementation.

• Resolve early-stage support issues quickly enough that new customers feel the difference between Openr and every other vendor they've dealt with.

• Contribute structured feedback that directly improves the product and the implementation process.

• Be the person operator teams, IT leads, operations managers, menu teams, trust as a credible partner, not just a vendor contact.

We are at the start of our journey, with an exceptional product that will change the way operators control their pricing and menu data across every customer touchpoint. You will be one of the most important hires we make in this phase.

• Market Traction: Backed by Imbiba and Azzurri Group and recently raised £3m in funding, with Stonegate, Hall & Woodhouse, Big Table Group and Azzurri Group as live customers.

• Autonomy & Ownership: Freedom to shape how the implementation function works, from delivery methodology to the tools and processes you use.

• Innovative Culture: Join an engaged, open, hard-working team at the forefront of hospitality tech.

• Hybrid Role: 2 days/week in our London office.

• Travel: Regular travel to clients across the UK & Ireland.

• Compensation: Competitive base.

If you're someone who gets satisfaction from taking a complex technical project from signed contract to a live, working solution, and wants to do that for a product that's genuinely changing how hospitality operators work, we'd like to hear from you.