Onboarding & Support Officer

Windward Purchasing are looking for an Onboarding & Procurement Support Officer

About Windward Purchasing

Windward Purchasing is a leading hospitality procurement company in Ireland, specialising in sourcing the right products at the right price for hotels across the island of Ireland.

We manage procurement on behalf of over 50 hotels through group purchasing agreements and an extensive supplier network, delivering cost-control, consistency, and efficiency to our hotel partners.

Windwards philosophy is not just to source the cheapest item, but to source the right product at the right price — balancing quality, supplier reliability, sustainability, and total cost-of-ownership.

We are forward-looking and technology-driven: our partners use Access Procure Wizard (a procurement / ordering platform) to gain transparency over pricing, real-time catalogues, order-to-delivery visibility, consumption reporting, and supplier contract control.

As we scale, we want to elevate how new hotel clients get onboarded and ensure that once onboarded, they stay engaged, see value continually, and renew. You will play a critical role in that journey.

Role Purpose

The Onboarding & Client Success Specialist is responsible for guiding new hotel clients through the entire onboarding journey to Windward’s procurement services (including platform adoption, supplier alignment, process integration), ensuring a smooth transition and driving long-term client retention. You will act as the client’s trusted advisor, monitor their progress, identify opportunities for optimisation, analyze purchasing / consumption data, and proactively propose value-adds.

This role may require occasional travel to client hotel sites (onsite training, workshops) as needed.

Key Responsibilities

1. Client Onboarding

• Serve as the primary point-of-contact for new hotel clients from contract signing through “go-live.” Work hand in hand with Business Development and liaise with all functions in the business.
• Develop and execute onboarding plans (project timelines, milestones, deliverables, dependencies).
• Coordinate cross-functional resources (procurement, operations, IT, suppliers) to deliver on onboarding tasks.
• Assist clients with setup of the procurement platform (Access Procure Wizard), including catalog import, price lists, product mapping, user accounts, access rights, workflows, and training.
• Conduct kick-off sessions, training workshops (in person / virtual), and process walkthroughs.
• Monitor client progress, remove obstacles, and ensure milestones are met (e.g. first order placed, supplier activation, invoice reconciliation).
• Ensure data integrity and help clients upload / migrate purchasing history, inventory lists, standard items, etc.
• Liaise with supplier teams to validate contracts, pricing, service-level expectations, delivery terms, and onboarding of new suppliers for the client.

2. Client Success & Retention

• Maintain a portfolio of onboarded clients and act as their ongoing success manager.
• Establish regular check-ins (monthly / quarterly) to review performance, feedback, pain points.
• Monitor client engagement: usage of the procurement platform, order volume, compliance with preferred supplier lists, etc.
• Build value cases for upsell, adoption of additional product categories, supplier tiers, or consulting services.
• Drive renewal conversations, coordinate with sales / account management where relevant.
• Capture and disseminate best practices / client success stories internally and externally.

3. Purchasing / Consumption Analysis & Insights

• Use procurement / transaction data to generate meaningful reports and insights for clients and internal stakeholders.
• Analyze client consumption patterns: top spend categories, deviation from benchmarks, supplier performance, cost variances.
• Identify cost-saving or efficiency opportunities (e.g. volume consolidation, supplier switching, specification changes, demand smoothing).
• Present findings and recommendations to client management and internal teams.
• Track KPIs: savings achieved, usage metrics, order compliance, retention rate, time-to-first-order, etc.
• Work with Analytics / BI teams to refine dashboards, alerts, and reporting tools to support client success.

4. Process Improvement & Best Practice

• Capture feedback and continuously refine the onboarding and success process (templates, checklists, playbooks).
• Collaborate with internal teams to streamline workflows (e.g. onboarding steps, supplier enablement).
• Contribute to customer enablement assets: user guides, video tutorials, FAQs, knowledge base.
• Benchmark against best practices in SaaS onboarding, client success, procurement services, and apply improvements.
• Stay current on hospitality procurement trends, supply chain challenges, and competitor offerings.

Key Skills & Experience

Essential

• Experience in client onboarding, client success, account management or implementation roles (ideally in B2B / SaaS / services).
• Strong project management skills — able to manage multiple clients, deadlines, cross-functional dependencies.
• Quantitative / analytical skills — comfortable working with procurement or financial data, spreadsheets, dashboards.
• Customer-centric mindset with strong interpersonal skills, ability to build trust and influence.
• Problem solver: able to anticipate roadblocks, escalate appropriately, remove barriers.

Desirable / Preferred

• Experience or understanding of hospitality / hotel operations, F&B procurement, supply chain.
• Experience working with procurement / eProcurement systems or platforms (e.g. catalog management, ERP integration, ordering systems).
• Familiar with procurement analytics, cost benchmarking, category management.
• Some exposure to supplier negotiation, contract terms, or vendor management.
• Experience with change management or adoption in clients.
• Hotel experience would be desirable and working knowledge of Procure Wizard would be an advantage. Full training will be provided.

About The Role

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Required Criteria

• Driving licence and own car

Skills Needed

Salary

€40,000.00 - €45,000.00 per year