Head of Customer Activation

An overview of the role

As the Head of Customer Activation, you will lead and develop a high performing Customer Activation function comprising the Implementation, Data Migration, and Programme & Project Management teams. You will be accountable for delivering exceptional onboarding and activation experiences for Open GI’s customers, ensuring that all solutions are implemented efficiently, accurately, and to the highest standards.

You will lead the design and execution of delivery methodologies, frameworks, and standards that ensure projects—ranging from single site implementations to multistream strategic programmes—are delivered on time, within budget, and to a consistently high standard. This includes embedding risk management, resource planning, governance, and quality assurance across all activation activities.

• Define and deliver the Customer Activation strategy in alignment with Open GI’s organisational goals and customer vision. Promote quality advocacy in project management, consultancy and training across Open GI.
• Manage the Implementation, Data Migration, and Programme and Project Management teams, ensuring delivery against time, cost, and quality targets for all customer activation contracts on Open GI platforms.
• Drive cross-functional alignment with Product, Technology, Commercial, Customer Services, and Operations to ensure seamless customer journeys.
• Set and contribute to delivery standards, strategies, and procedures across all customer activation teams.
• Coordinate assessment and adoption of new project management data migration, and training technologies, products, and methodologies.
• Ensure training programmes are aligned with delivery frameworks, product capabilities, and customer needs against all platforms.
• Ensure data migration activities follow secure, compliant, and repeatable best-practice processes.
• Ensure teams are equipped with up-to-date product knowledge, delivery methodologies, and customer engagement strategies.
• Drive continuous improvement initiatives to enhance customer activation efficiency, reduce onboarding cycle time, and improve customer satisfaction. Lead the standardisation and automation of processes, tools, and templates across the activation function.
• Monitor training effectiveness through feedback, Key Performance Indicators (KPIs), and continuous improvement initiatives.
• Champion the voice of the customer throughout all phases of delivery and activation.
• Ensure customers receive clear, timely communication throughout their onboarding journey.
• Support the management of Executive-level relationships for complex or strategic customers.
• Develop frameworks that enhance customer experience and drive value across onboarding, data migration and project delivery.
• Monitor customer activation outcomes and customer satisfaction to inform service improvements. Build professional networks across Development, Operations, and Product.
• Support the professional development of team members through coaching, mentoring, job enrichment and ongoing feedback.