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.
You will work closely with Procurement, Supplier Relations, Analytics, and Operations teams to make sure clients are fully enabled and deriving measurable benefit from our offerings.
About The Role
Key Responsibilities
1. Client Onboarding
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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.
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Develop and execute onboarding plans (project timelines, milestones, deliverables, dependencies).
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Coordinate cross-functional resources (procurement, operations, IT, suppliers) to deliver on onboarding tasks.
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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.
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Co-ordinate 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.
2. Client Success & Retention
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Maintain a portfolio of onboarded clients and act as their ongoing success manager.
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Establish regular check-ins (monthly / quarterly) to review performance, feedback, pain points.
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Monitor client engagement: usage of the procurement platform, order volume, compliance with preferred supplier lists, etc.
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Identify early warning signs of disengagement or risk of churn, and proactively intervene.
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Build value cases for upsell, adoption of additional product categories, supplier tiers, or consulting services.
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Drive renewal conversations, coordinate with sales / account management where relevant.
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Capture and disseminate best practices / client success stories internally and externally.
3. Purchasing / Consumption Analysis & Insights
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Use procurement / transaction data to generate meaningful reports and insights for clients and internal stakeholders.
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Analyze client consumption patterns: top spend categories, deviation from benchmarks, supplier performance, cost variances.
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Identify cost-saving or efficiency opportunities (e.g. volume consolidation, supplier switching, specification changes, demand smoothing).
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Present findings and recommendations to client management and internal teams.
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Track KPIs: savings achieved, usage metrics, order compliance, retention rate, time-to-first-order, etc.
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Work with Analytics / BI teams to refine dashboards, alerts, and reporting tools to support client success.
4. Process Improvement & Best Practice
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Capture feedback and continuously refine the onboarding and success process (templates, checklists, playbooks).
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Collaborate with internal teams to streamline workflows (e.g. onboarding steps, supplier enablement).
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Contribute to customer enablement assets: user guides, video tutorials, FAQs, knowledge base.
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Benchmark against best practices in SaaS onboarding, client success, procurement services, and apply improvements.
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Stay current on hospitality procurement trends, supply chain challenges, and competitor offerings.
Key Skills & Experience
Essential
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Proficient in: CRM, project management tools (Asana /MS 365 suite), procurement software Procure Wizard / platform, Excel / Power BI / reporting tools, video conferencing, training platforms.
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Experience in client onboarding, client success, account management or implementation roles (ideally in B2B / SaaS / services).
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Strong project management skills — able to manage multiple clients, deadlines, cross-functional dependencies.
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Quantitative / analytical skills — comfortable working with procurement or financial data, spreadsheets, dashboards.
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Excellent communication skills, both written and verbal; able to translate between technical, commercial, and operational audiences.
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Customer-centric mindset with strong interpersonal skills, ability to build trust and influence.
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Problem solver: able to anticipate roadblocks, escalate appropriately, remove barriers.
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Strong organizational discipline and attention to detail.
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Comfortable in a fast-growing, evolving environment with ambiguity.
Desirable / Preferred
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Experience or understanding of hospitality / hotel operations, F&B procurement, supply chain.
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Experience working with procurement / eProcurement systems or platforms (e.g. catalog management, ERP integration, ordering systems) & Project Management tools
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Familiar with procurement analytics, cost benchmarking, category management.
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Some exposure to supplier negotiation, contract terms, or vendor management.
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Experience with change management or adoption in clients.
Required Attributes & Mindset
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Empathy for the client: able to put yourself in their shoes, understand their operational pressures, and adapt support accordingly.
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Proactive mindset: you don’t wait for issues — you preempt them, monitor the signs, and act early.
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Continuous improvement: always looking for ways to refine, streamline, automate the onboarding & success process.
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Hotel experience would be desirable and working knowledge of Procure Wizard would be an advantage. Full training will be provided.
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Results orientation: focused on business outcomes, not just task completion.
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Flexibility and resilience: in a growing business, priorities may shift, and you’ll need to adapt.
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Collaborative: you’ll operate across multiple internal stakeholders and need to build alignment.
Additional Info
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This role may require occasional travel to client hotel sites (onsite training, workshops) as needed.
Required Criteria
Skills Needed
About The Company
Since its inception in 2007, Windward Management Limited has built a reputation for excellence in hotel management. With headquarters in Dublin, the company provides tailored solutions for hotel owners, including operations, marketing, and financial management. Windward's team is driven by a passion for delivering exceptional guest experiences while ensuring each property achieves its full potential. Recognized for its dedication to innovation and operational success, the company is equally committed to investing in its people. Professionals joining Windward Management will become part of a supportive and dynamic environment, with abundant opportunities to grow and excel within a thriving sector.
Company Culture
At Windward Management, people are at the heart of success. The company nurtures a culture rooted in respect, collaboration, and a shared commitment to excellence. Employees are empowered to innovate and contribute to meaningful outcomes while enjoying a strong focus on work-life balance. Windward fosters professional growth through tailored development opportunities, ensuring each team member can achieve their career aspirations. This positive, inclusive workplace values individual contributions, encourages open communication, and celebrates success collectively. For hospitality professionals seeking a rewarding career in an environment where their efforts truly matter, Windward Management offers an exceptional opportunity to thrive.
Company Benefits
Windward Management Limited understands the value of its people and offers a benefits package designed to support and reward its employees. Competitive salaries are complemented by a supportive work environment that prioritizes work-life balance and career development. Team members benefit from opportunities to learn, grow, and advance in their careers, with access to mentoring and professional training programs. The company places a strong emphasis on employee well-being, fostering a culture of mutual respect and collaboration. For candidates looking for a career that combines growth, fulfillment, and an opportunity to make an impact, Windward Management provides an ideal platform.
Salary
Not disclosed
