Regional Lead, Client Implementation at Moniepoint Incorporated

Lagos
April 15, 2026
Full Time
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Job Description

The Regional Lead, Client Implementation plays a critical role in driving the successful onboarding and activation of retail customers using Moniebook solutions. This position focuses on leading a high-performing team of Implementation Agents, ensuring operational excellence, and delivering a seamless customer onboarding experience at scale. The role combines leadership, strategy, and cross-functional collaboration to improve activation rates, customer satisfaction, and long-term retention.

Key Responsibilities

  • Lead, recruit, and manage a regional team of Implementation Agents, ensuring high performance and continuous development
  • Design and execute scalable onboarding strategies to support increasing customer volumes without compromising quality
  • Monitor and improve key onboarding metrics such as activation rates, time-to-value, feature adoption, and customer satisfaction
  • Serve as the escalation point for complex onboarding challenges and collaborate with Product, Engineering, and Support teams to resolve issues
  • Partner with Sales and Account Management teams to ensure smooth customer handoffs and alignment of expectations
  • Analyze performance data to identify gaps, trends, and opportunities for process improvement
  • Drive continuous improvement of onboarding processes, tools, and customer experience strategies

Requirements

  • Bachelor’s Degree in Business, Technology, Operations, or a related field, or equivalent experience
  • 4–6 years of experience in customer onboarding, implementation, or customer success roles
  • Minimum of 2–3 years in a leadership or team management role
  • Proven ability to drive customer activation, adoption, and retention, preferably in SaaS, fintech, or retail technology
  • Strong leadership, analytical, and problem-solving skills
  • Excellent communication and stakeholder management abilities
  • Ability to manage multiple priorities in a fast-paced and dynamic environment
  • Strong customer-centric mindset with a results-driven approach

Preferred Qualifications

  • Experience building or scaling onboarding teams in high-growth organizations
  • Familiarity with retail operations, merchant services, or POS technology
  • Experience developing onboarding frameworks, training materials, or knowledge systems
  • Knowledge of customer success metrics such as CSAT, NPS, and customer health scoring

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