Project Specialist (Onboarding Optimisation)

About the role

You will coordinate assigned merchant implementation projects from planning through activation, working closely with the Project Specialist (Onboarding Optimisation), PSO Team and other colleagues to deliver a successful launch.

Key responsibilities

• Plan project timelines with PSO team and coordinate onboarding and configuration activities, including preparation of information for merchant onboarding and alignment of project schedules
• Perform internal review and merchant review, including software test orders and training to ensure systems are ready to go live
• Lead deployment of hardware and displays, sourcing and procuring necessary equipment for project deployment
• Conduct product user training onsite or online to outlet users or HQ users
• Hold monthly reviews between PST and PSO team and submit summaries of decisions, recommendations, owners and follow up actions
• Review and recommend improvements to digital guides, onboarding processes, merchant review and user training to reduce manual effort and support merchant self-service
• Review hardware suppliers, maintain at least three qualified suppliers for each critical hardware category, and keep sufficient stock to support five outlet deployments
• Assess hardware suitability and deployment effort, enabling merchants to receive hardware by delivery and complete setup using video guides where practical
• Review display suppliers, maintain at least three qualified suppliers for each critical display category, and keep sufficient stock to support five outlet deployments
• Provide merchant site standby and activation support beyond office hours when required, subject to management approval

About you

• Prior experience in project coordination, implementation, onboarding or training roles will be an advantage; F&B or retail technology merchant experience is a plus.
• Relevant experience in an IT Service Desk environment will be an advantage.
• Good understanding of network routers and printer hardware configuration.
• Confident conducting hands-on training sessions (onsite or online) and preparing/using digital guides and training materials.
• Analytical, resourceful, with strong troubleshooting and problem-solving skills.
• Well organised, able to plan and coordinate project timelines across multiple stakeholders and concurrent projects.
• Reliable team player, able to work independently and collaborate closely with the PSO team.
• Motivated with good interpersonal and communication skills to interact with merchants and internal teams at all levels.
• Flexible to support merchant site activities and work outside normal hours when required.
• Class 3 Driving License to operate company vehicle will be an advantage.
• Ability to multitask and effectively determine priorities.
• Willing to learn and adapt to a fast-changing IT product and technology environment.

Benefits

• Competitive basic salary commensurate with relevant experience.
• AWS bonus and annual remuneration progression.
• Transport allowance provided.
• Time-off-in-lieu or standby/activation allowance for approved merchant site support outside normal working hours, in accordance with company policy.