Day in the life of an Implementation Manager

Expect the unexpected

Implementation managers thrive in a fast-paced environment where flexibility and organisation are essential. Their day typically includes customer workshops, project meetings, and internal reviews, all designed to keep projects running smoothly. Tools like Microsoft Project help manage tasks, timelines, and deadlines, making sure nothing is overlooked. As Louise explains, "There’s never one day that’s the same, but we are always driven by organisation and flexibility."

Workshops are crucial for aligning client goals with project execution, helping teams understand fleet management needs and develop tailored solutions. Weekly project calls serve as checkpoints, ensuring projects stay on track and stakeholders are aligned. These calls help address any issues early, making sure progress is steady.

With diverse stakeholders involved, adaptability is key. Lindsey highlights this, saying, “You could be in a workshop one minute and on a project call the next, making sure everything runs smoothly." This constant need for flexibility defines the role of an implementation manager.

Continuity meets innovation

While onboarding new clients is a big part of the role, supporting existing ones is equally critical. Often, businesses undergo changes – whether due to restructuring, evolving market conditions, or the adoption of new technologies – that necessitate a fresh look at how services are delivered. This is where the concept of "re-implementation" comes into play, where the team looks to optimise or overhaul a client’s existing services based on new requirements. 

As Katie explains, “Re-implementation gives us the chance to take a fresh look at how the client is using our services. We assess their processes, look at what’s changed in their business, and find new ways to improve efficiency.”

Implementation managers act as both consultants and project managers in these scenarios, bringing their expertise to the table to help clients optimise their operations.  According to Imogen, “It’s rewarding to guide clients through changes, especially when we introduce new processes that make a real difference to their operations. You can see their relief when we show them how much smoother things can run.”

Building relationships: The most rewarding part of the job

At the heart of every successful implementation is a strong relationship between the client and the manager. Building trust is critical, as the implementation process often involves complex transitions that can be stressful for the client. 

From the very first meeting, implementation managers work to establish a rapport with their clients. These initial conversations set the tone for the entire project, as they allow the manager to understand the client’s needs, concerns and expectations. 

For Laura, it’s the personal connection that matters most. “Building those relationships is so satisfying. When a customer knows they can trust you to take care of their project and support them throughout, that’s when you know you’re making a real difference.”

Louise also enjoys providing a human element to her service and that “Seeing a project come to life and knowing we’ve delivered something that improves the client’s business is hugely satisfying. We work closely with them from day one, and that level of involvement makes their success even sweeter.”

Overcoming challenges with data and stakeholder management

While the role of an implementation manager is highly rewarding, it has its challenges. Two of the most common hurdles are data management and stakeholder engagement.

Data is the lifeblood of any successful implementation. Whether it’s vehicle registration details, fleet management data, or customer information, accurate data is essential to ensure the smooth operation of services. Imogen emphasises, “We rely heavily on the quality of the data we receive from clients.” 

Stakeholder management is just as vital, as implementation managers often need to manage multiple parties. From procurement teams to fleet managers through to finance departments and HR, each stakeholder has different priorities and expectations. Katie describes it as “Learning who needs what kind of information.”

Thankfully, there are various tools and methodologies to help streamline processes and make sure all stakeholders are informed and engaged throughout the implementation. As outlined above, software like Microsoft Project is crucial for the creation of detailed project plans. Microsoft Visio is also another key tool used for process mapping. Both programs allow managers to easily identify bottlenecks, streamline processes, and communicate changes effectively.

The team also uses action logs to track the progress of individual tasks, assigning specific actions for completion to ensure accountability. Then, Operational Procedures Manuals are finalised at the end of each implementation to document the set-up processes. 

Diverse backgrounds lead to success

A diverse range of backgrounds contributes to the success of Lex Autolease’s implementation team. Team members often transition from roles in customer service, procurement, or pricing, bringing unique perspectives to problem-solving. Louise reflects on her 24 years at the company: “Each role has added a new layer of understanding, which has been invaluable in my current position.”

Laura’s experience in her 19 years at Lex Autolease has also given her vital insights into the challenges her customers face. She said: “I focused on project work for Consumer and Corporate end-to-end journeys for two years. This allowed me to bring a comprehensive perspective to my current role in implementation.”

As the industry evolves, so do the skills and knowledge required to succeed. Continuous professional development is essential for implementation managers to stay up to date with the latest trends, tools, and technologies. The team often participates in training sessions, workshops, and industry conferences to enhance their skills.

Future trends in implementation management

The landscape of implementation management is evolving, driven by advancements in technology, customer expectations, and market trends. Automation and AI are transforming fleet management by providing predictive analytics, optimising routes, and improving decision-making. Implementation managers must adapt to these technologies to offer the best solutions.

Sustainability is also key, with more organisations adopting greener fleet options. Implementation managers play a crucial role in helping clients transition to electric and hybrid vehicles, requiring knowledge of sustainable practices.

Clients now demand personalised solutions, making relationship-building more important than ever and implementation managers must understand client needs to deliver tailored services. Their role is not just about managing projects; it’s about fostering strong client relationships and delivering value.

As the industry evolves, implementation managers will stay at the forefront, making sure of client success through innovation, adaptability, and excellence in customer service.