Job Summary: The Client Onboarding Manager is responsible for managing the end-to-end onboarding and implementation of new clients across warehousing, fulfilment, transportation, and last-mile delivery operations. The role ensures seamless integration of client requirements into operational processes, Warehouse Management Systems (WMS), Transportation Management Systems (TMS), and last-mile delivery networks. The incumbent acts as the primary point of contact during the transition phase, ensuring successful go-live, operational readiness, and customer satisfaction.
Key Responsibilities:
1. Client Implementation & Onboarding
-
Lead end-to-end onboarding projects from contract signing to successful go-live.
-
Conduct project kick-off meetings with clients and internal stakeholders.
-
Develop implementation plans, timelines, milestones, and risk mitigation strategies.
-
Ensure onboarding activities are completed within agreed timelines and SLAs.
-
Serve as the primary client contact during the onboarding phase.
2. Warehousing & Fulfilment Setup
-
Understand client business requirements, inventory profiles, and fulfilment processes.
-
Coordinate warehouse setup including storage planning, SKU mapping, inventory classification, and SOP creation.
-
Ensure readiness of manpower, infrastructure, equipment, and operational processes.
-
Facilitate inventory onboarding and warehouse go-live activities.
-
Validate inbound, storage, picking, packing, and dispatch workflows.
3. Last-Mile Delivery Implementation
-
Coordinate setup of last-mile delivery operations and distribution network requirements.
-
Define serviceability coverage, delivery SLAs, COD processes, reverse logistics, and exception management.
-
Work with transportation teams to establish routing, delivery tracking, and escalation mechanisms.
-
Ensure smooth integration with courier partners and delivery service providers.
-
Monitor first-mile to last-mile process readiness before launch.
4. Systems Integration & Technology Enablement
-
Coordinate WMS, OMS, ERP, and TMS integrations.
-
Manage API integration projects with client systems and marketplaces.
-
Ensure master data setup, SKU mapping, customer data validation, and system configuration.
-
Facilitate User Acceptance Testing (UAT) and issue resolution.
-
Validate reporting dashboards and operational visibility requirements.
5. Cross-Functional Stakeholder Management
-
Collaborate with Operations, IT, Finance, Billing, Procurement, Quality, and Transportation teams.
-
Ensure alignment of all stakeholders toward onboarding milestones.
-
Conduct regular status review meetings with clients and leadership teams.
-
Manage client expectations and proactively address implementation challenges.
6. Go-Live & Hypercare Support
-
Lead client go-live execution and operational transition.
-
Monitor performance during the stabilization period.
-
Resolve operational and system-related issues post go-live.
-
Ensure successful handover to Account Management or Customer Success teams.
-
Track onboarding success metrics and customer satisfaction.
