Director, Global Launch & Professional Services, EMEA

Hi there! Thanks for stopping by 👋

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We’re looking for a Director, Global Launch & Professional Services, EMEA, to lead and scale our onboarding function across the region.

You’ll be responsible for delivering an exceptional implementation experience for hospitality customers of all sizes - from independent operators to global chains - by overseeing both our Launch Services and Field Implementation teams.

This role is designed for a strategic and people-first leader who thrives in fast-paced environments, is passionate about operational excellence, and is ready to shape how customers experience Lightspeed from day one. You'll report directly to the Managing Director of EMEA Hospitality and sit on the regional leadership team.

What you’ll be responsible for: 

As Director of Customer Implementation, EMEA, you will:

• Own the full customer onboarding experience across the EMEA hospitality market - from initial kick-off through go-live - ensuring a consistent, efficient, and customer-centric experience
• Lead and scale a high-performing team of 75+ FTE across Launch Services and Field Implementation, with 5 direct reports
• Act as a key member of the EMEA Hospitality leadership team, contributing to regional strategy and execution planning
• Define and execute a long-term implementation strategy that supports rapid growth, regional expansion, and customer success at scale
• Establish and optimize operational frameworks, ensuring standardization, quality control, and continuous improvement across countries and customer segments
• Drive performance management and team enablement, building a strong leadership bench and ensuring all team members are equipped for success
• Own cross-functional collaboration with Sales, Support, and Account Management to ensure seamless handoffs and a connected customer journey
• Champion a data-driven, outcome-focused culture, using metrics and insights to refine workflows, report on progress, and drive accountability
• Lead through complexity and change, continuously adapting team structure, process, and tooling to meet evolving customer needs
• Represent implementation in executive conversations, both internally and externally - including enterprise customer escalations and strategic partnerships
• Serve as a global thought partner, aligning with global leaders to share best practices and drive innovation across regions

And a little bit of.... 

• Acting as the voice of the implementation team at the leadership table, surfacing opportunities and challenges with clarity and precision
• Representing Lightspeed during critical moments of the customer journey, particularly during enterprise launches and key escalations
• Advocating for your people and investing in their growth, development, and long-term success
• Driving curiosity, innovation, and humility across your team - celebrating wins, learning from misses, and raising the bar at every stage
• Being a connector - of people, processes, insights, and opportunities

What you’ll be bringing to the team:

• 5+ years of experience in senior leadership roles within high-growth SaaS or tech companies, ideally in onboarding, implementation, or professional services
• Proven success leading large, distributed teams (75+ FTE) across multiple countries and cultures
• Deep understanding of SaaS onboarding for both SMB and enterprise clients, with a bias toward structured, scalable delivery models
• Demonstrated ability to evolve and optimize processes while maintaining speed, quality, and customer impact
• Experience building team culture, coaching senior leaders, and enabling strong people managers
• Comfort working cross-functionally with Sales, Product, Support, and Account Management to drive shared outcomes
• Strong operational acumen with experience in capacity planning, forecasting, KPI development, and budget ownership
• Proficiency with common SaaS implementation and support tools (e.g., Salesforce, Zendesk, project management platforms)
• Strong executive communication skills - able to engage, influence, and align at all levels of the business
• Fluency in English is required; additional languages (especially French, German, or Dutch) are a strong asset

What’s in it for you:

Come live the Lightspeed experience…

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed equity scheme (we are all owners)
• Flexible Paid Time Off - providing you the freedom to take time off however they like
• Private Medical Insurance and cash health plan for optical, dental and more.
• Health & Wellness Credit- expense up to 400 GBP per year towards your gym membership, yoga classes, a new bike or whatever else you do for your health 
• Mental Health Support through the LifeWorks and Modern Health Apps- whether it is meditation, coaching or counseling you need - each employee gets access to this platform 
• People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year 
• LinkedIn Learning: At Lightspeed we believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help you learn & grow
• Time off to volunteer and give back to your community
• Transit benefit - if you travel by public transport to our London  offices 
• A variety of drinks & snacks in our offices in London 

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.