Senior Implementation Analyst

Job Title: Senior Implementation Analyst

Type of employment: Permanent, Full Time, Remote

Location: This is a remote role based in the UK. You need to be based in the UK and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

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 include Zara, Superdry, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, 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.  

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.

Position Overview:

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.

As a Senior Implementation Analyst - you’ll be expected to own more complex implementation projects, assist in pre-sales technical discussions, support and guide the Implementation Analysts, and provide key reporting to the business.

Key Responsibilities:

• Hold and maintain a deep knowledge of, 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 complex clients onto the ZigZag Global Returns Solution
• Primary point of contact for retailers, WL partners and clients throughout the onboarding process
• Point of contact for the rest of the business for implementation queries
• 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
• Create and share KPI reporting to a wider business audience
• Develop and maintain comprehensive implementation plans to meet client objectives
• Train and educate retailers, WL partners and clients on the ZigZag Global Returns Solution
• Hold internal meetings for key areas of implementation and own key areas of process
• Analyse and review existing processes to identify areas for improvement and develop strategies to resolve issues
• Provide training and guidance to new implementation team members
• Provide support to the Implementation Manager, covering for periods of leave
• Stay informed of relevant trends and industry news

What you’ll need to be successful:

• Multiple years of experience within SaaS (Software as a Service) implementations
• Excellent problem-solving 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
• Empathy and Compassion: Cultivate a Human Heart by displaying empathy and compassion, fostering positive relationships with team members and customers alike.
• Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.

• 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
• BUPA Private Medical Insurance
• Annual L&D Budget
• Home Office supplies
• Employee referral bonus scheme
• Flexible working hours

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by “ZigZag Global” EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.