Onboarding & Implementation Manager

Toronto

ROLE PROFILE

The Onboarding & Implementation (O&I) Manager oversees the launch of new and expanding client campaigns, ensuring a smooth transition from agreement to active execution. The role coordinates internal teams, manages field and technical readiness, and drives milestone completion to meet launch timelines.

Following launch, the Onboarding & Implementation Manager  ensures a seamless handoff to Customer Success and re-engages as needed for major campaign changes or relaunches.

Impact:

The O&I Manager ensures campaigns launch with clarity, readiness, and alignment across teams. By supporting both field preparation and technical implementation, the role contributes to efficient program launches, positive client experiences, and consistent operational execution.

This role is ideal for a CAPM candidate!

Key Responsibilities

• Client Onboarding Coordination: Lead onboarding from kickoff to launch, guiding clients through milestones, clarifying timelines and requirements, and maintaining clear communication with all stakeholders.
• Field Readiness: Partner with Operations and Field Leadership to confirm staffing, training, messaging, and logistics are aligned and completed prior to launch.
• Technical Implementation: Coordinate with Data and Technology teams to support campaign setup, integrations, and reporting. Ensure systems and workflows are configured and validated before go-live.
• Transition & Lifecycle Support: Facilitate a structured handoff to the Customer Success Manager, ensuring documentation, ownership clarity, and continuity. Re-engage as needed for major program changes or relaunches.
• Project & Process Management: Maintain timelines, track tasks, mitigate risks, and ensure accurate onboarding documentation while supporting continuous process improvement.

WHAT YOU BRING TO THE ROLE

Your Experience and Training

• 1–3 years of experience in onboarding, project coordination, implementation, or operational support roles.
• Bachelor’s degree in Marketing, Communications, Business, or a related field OR
• Combination of education/training and relevant business experience
• Experience working in agency, fundraising, campaign operations, or client‑facing environments is considered an asset.

Your Knowledge, Skills and Abilities:

• Demonstrated ability to manage multiple tasks and deadlines simultaneously.
• Strong written and exceptional verbal communication skills.
• High level of organization and accuracy in managing detailed processes.
• Basic knowledge of data analytics, with the ability to work with performance metrics and KPIs to ensure ongoing optimization and client success.
• Detail-oriented with a strong troubleshooting ability, ensuring smooth campaign execution and aligning with the strategic goals of both the client and internal teams.

Your Technical Skills:

• Demonstrated proficiency with any project management tools (e.g., Monday.com, Asana, Trello, Jira)to ensure efficient task tracking and workflow management
• Nice to have: Experience with implementing payment tools and/or CRM platforms.

WHAT WE OFFER YOU

• A competitive pay rate and generous bonus opportunity
• Company wide Socials & Milestones Celebrations
• Paid Sick Days and Employee Assistance Programs, including premium mental health resources
• Group auto & home Insurance deep discounts through The Cooperators.
• Access to Employee Discounts to 1000+ stores through Perkopolis (Cineplex, Wonderland, CNE etc…)
• Internal advancement opportunities and role development pathways
• An open, inclusive and diverse working environment

ADDITIONAL INFORMATION

• Any offer of employment will be subject to verification of employment and education background checks, including a criminal record check.
• Candidates must be legally entitled to work in Canada at the time of their application.

This is a job posting for an existing vacancy. This hiring process does not use artificial intelligence to assess or select applicants.

ACCESSIBILITY

Globalfaces promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Recruiting Manager if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

*This position qualifies for Employee Referral Program.