Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
We are looking for a proactive, detail-oriented B2B Delivery Manager to own the onboarding of new business clients and ensure their transition into live operations is seamless. This role sits at the intersection of Sales, Account Management and Operations, and is accountable for making sure every new B2B customer's first orders are planned, resourced and delivered without disruption. You will be the internal owner of the onboarding journey - translating commercial agreements into operational readiness, coordinating closely with Operations and Logistics/Fleet teams, and acting as the first point of escalation if anything threatens a client's early experience.
If you are highly organised, thrive on cross-functional coordination, and take pride in flawless execution, we would like to hear from you.

Key Responsibilities:
- Own end-to-end onboarding for new B2B accounts, from sales handover through to a stable go-live
- Act as the primary liaison between new B2B clients and internal Operations teams during the onboarding period, ensuring clear communication and timely resolution of issues
- Work with Operations and Logistics/Fleet teams to confirm capacity, routing and driver allocation are in place ahead of a client's first orders
- Build and maintain onboarding playbooks and checklists tailored to client type, volume and market
- Proactively identify operational risks ahead of go-live and drive resolution before they impact the client
- Monitor performance through the first orders and early order cycles, resolving issues in real time
- Coordinate go-live timelines and readiness across Sales, Account Management, Operations and Logistics/Fleet teams
- Conduct a structured post-onboarding review with the client and internal stakeholders, confirming satisfaction before formal handover to Account Management
- Maintain clear documentation and reporting on onboarding pipeline status and go-live outcomes
- Manage Product stakeholders to feed onboarding and client insights into the product roadmap, influencing change requirements that improve processes and the wider B2B service model
- Represent the Laundryheap brand with professionalism throughout the onboarding process, ensuring a consistently excellent client experience

Experience
- Bachelor's degree in business, operations, logistics or a related field
- Minimum 2-3 years' experience in delivery/onboarding management, operations or a customer-facing role, ideally within logistics, on-demand or platform businesses
- Strong project management and organisational skills, with the ability to manage multiple onboarding projects simultaneously
- Proven ability to manage and influence stakeholders, including Product teams, to shape process and service model improvements
- Proficiency in Microsoft Office, especially Excel; familiarity with CRM software (such as Salesforce or HubSpot) is a plus

About you
- Exceptional communication and interpersonal skills, comfortable coordinating across Sales, Operations and clients
- Strong analytical thinking and problem-solving abilities; comfortable working with data to track onboarding performance
- A proactive, solutions-oriented mindset and the ability to stay calm and effective under pressure
- Self-starter who thrives on getting new clients off to a flawless start and building strong cross-functional relationships

Qualifications
Bachelor's degree in business, operations, logistics or a related field