Go National Customer Onbaording Lead

12 month FTC

Our reputation as the UK’s largest newspaper and magazine wholesaler speaks for itself. Every day, we serve more than 22,000 customers from 34 distribution centres across the country. Behind every nightly miracle is a team of dedicated people carrying out more roles than you realise – we’re the unseen force that delivers. So when we say we’re excited for what the future holds for our customers and colleagues, you can trust we’re as good as our word.

Going national is not simply about scale; we are securing the future of print media, investing in long-term partnerships, and creating opportunities for our people, customers and stakeholders for years to come. Be part of the journey, join the team!

• To act as the specialist lead for customer onboarding design and readiness within the Go National Commercial workstream, and as the principal bridge between the Go National Programme and the Customer Experience function.
• The role provides onboarding expertise, direction and challenge to the Commercial Workstream Lead, Retail Lead and Data Management Lead.
• The role is accountable for the onboarding approach, process, policy, customer information and CX readiness interface, but is not accountable for Customer Experience operational delivery.
• The Customer Experience Director remains accountable for resourcing and delivery of CX change, including onshore and offshore operations.
• Responsibility for day-to-day retailer/customer engagement remains with the Retail Lead.
• The role has no direct reports and no budget responsibility.

What we can offer you

Not only do we offer free onsite parking and competitive salary but you’ll also have access to:

• Company funded Health Cash Plan – providing cash back for everyday healthcare costs such as dental, optical and physiotherapy
• 5% match pension
• 25 days holiday plus holiday buy scheme
• 24/7 E-Learning modules, Training and Development opportunities
• Sharesave Scheme, Cycle to work schemes, Health cash plan
• Colleague Assistance Programme & Colleague referral scheme

About you

• Extensive experience in customer support and customer engagement, ideally within contact centre or Customer Experience operations.
• Proven experience supporting independent retail customers through change.
• Experience working with offshore or outsourced service teams.
• Strong knowledge of customer onboarding processes, customer journeys and operational readiness.
• Strong communicator, credible with customers, CX, Retail and senior stakeholders.
• Strong ability to translate programme requirements into operational and customer-facing requirements.
• Able to manage competing priorities, ambiguity and deadlines in a fast-moving programme.
• Strong challenge and assurance capability.
• Control mindset with the ability to convert programme change into sustainable BAU processes.
• Self-starting delivery focus with the ability to influence delivery through others.

Please note: you must have the right to work in the UK to be considered for this position.

A career with us is a career filled with people, pride, and passion. We rely on each other to get the job done, and we deliver what we say we will. Let’s see if we can rely on you, too. Apply now.