Salary Range: $90k-$105k Base + Superannuation + ESOP

Reports to: Onboarding Team Lead ANZ

Location: Melbourne (AU)

Role Type: Hybrid

Employment Type: Full Time

Role Overview

Our Onboarding Team is responsible for leading the end-to-end process of successfully onboarding suppliers onto Fresho’s platform. As an Onboarding Manager, you’ll also support the wider team as both a coach and process optimiser, ensuring high adoption rates, seamless integrations, and long-term customer and team success.

Bringing 5–10 years of onboarding experience, we’re looking for someone with well-established expertise in project management, change management, onboarding metrics & key business performance indicators, and people management to drive results and elevate our next phase of growth.

If you thrive in a fast-paced, customer-centric environment and enjoy solving complex challenges, this role offers the opportunity to make a significant impact in a growing SaaS business. You’ll be skilled at engaging with people from all backgrounds and comfortable working in a high-growth, scale-up environment.

This is a hybrid position working from both our Melbourne HQ (at the amazing Central House offices in South Melbourne) and working from home.

Responsibilities

Onboarding & Project Management:

• Own the end-to-end onboarding process for new suppliers, ensuring smooth implementation and high adoption rates.

• Lead both SMB and enterprise-scale onboardings, managing timelines, deliverables, and risk mitigation.

• Develop and execute structured project plans, including software integrations and supplier training.

• Oversee multiple supplier onboardings across ANZ, ensuring alignment with global standards.

• Leverage advanced project management expertise to drive seamless customer onboarding and successful launches.

Stakeholder & Customer Success Management:

• Act as a trusted advisor to suppliers, guiding them through best practices for using Fresho.

• Develop strong relationships to drive engagement and adoption.

• Bring advanced experience to work with third-party vendors and partners to ensure seamless integrations (e.g., accounting software).

Leadership & Coaching:

• Coach and mentor other Onboarding Associates, supporting high performance and professional growth individually and as a growing function.

• Foster a culture of continuous improvement, accountability, and collaboration.

• Standardise onboarding processes, training materials, and methodologies to enhance efficiency and reporting metrics. 

Process Improvement & Change Management:

• Identify and implement scalable process improvements to enhance onboarding efficiency and customer satisfaction.
  Align with global onboarding teams, sharing best practices and ensuring consistent execution.

• Drive change management initiatives, ensuring seamless transitions for suppliers and customers.

• Bring advanced expertise in onboarding metrics and data to enable Fresho to drive success and better align strategic initiatives.
  
  

Cross-Functional Collaboration:

• Partner with the Marketing Team to drive online ordering adoption through targeted campaigns.

• Work with the Product Team to provide customer insights, influencing product enhancements.

Qualifications, Skills, and Experience

To be considered for a senior Onboarding Manager level position, candidates must demonstrate advanced proficiency in the key competencies.

Advanced-Level Skills:

• Project Management – Proven ability to manage multiple supplier implementations simultaneously using structured project management frameworks and methodologies, ensuring seamless execution and high adoption rates.

• Change Management – Expertise in guiding suppliers through process and technology shifts, ensuring successful adoption and long-term success.

• People Leadership & Coaching – Experienced in coaching, mentoring, and people management, with a track record of driving team performance and engagement.

• Onboarding Metrics & Data-Driven Decision Making – Established skillset in tracking, interpreting, and optimising metrics or defining key business performance indicators to enhance onboarding efficiency.
  
  

Required Experience:

• 5–10 years of experience in SaaS onboarding, implementation, or CX.

• Strong stakeholder engagement and relationship management abilities.
  Experience managing third-party vendors and external integrations.

• Data-driven mindset, with a strong skillset in metrics and analytics to optimise onboarding processes.

• Process-oriented approach, continuously improving workflows and efficiencies.

• Passion for technology, the food industry, and digital transformation.
  
  

It’s a Bonus if You Bring:

• Experience in enterprise-level onboarding.

• Project Management qualifications.

• Bachelor’s degree in Business, Commerce, or a relevant field.

• Experience in the food supply chain industry.