Partner Success Manager
il y a 3 semaines
Ocado Technology is putting the world's retailers online using the cloud, robotics, AI, and IoT. We develop the innovative software and systems that power Ocado.com, the world's largest online-only grocery retailer as well as the global 'Ocado Smart Platform'. With everything from websites to fully autonomous warehouses that we design in-house, our employees need to be specialists in a wide range of technologies to help drive our business. We champion a value-led culture to get our teams working at their very best and to help create a collaborative working environment that our people love. Core values of Trust, Autonomy, Craftsmanship, Collaboration and Learn Fast help drive our innovative culture.
The Ocado Smart Platform (OSP) is a world-class suite of solutions for operating online grocery businesses. Built to change the nature of grocery ecommerce globally, our custom-designed solutions are uniquely capable of meeting the complex and developing expectations of shoppers, while driving better productivity, greater flexibility, and higher margins for grocery retailers online. Our solutions have been built in-house by our dedicated technology and engineering experts. We've been innovating for over 20 years, designing ways to maximise the efficiency of the entire grocery delivery process.
Partner Success Managers work closely with Partners from pre go live through the lifetime of the contract. They collaborate with other Partner Success teams and teams across the Ocado Group to ensure Partners receive expert knowledge and support in the effective use of OSP and the seamless deployment of new features and products.
This position is hybrid with a balance of home working and 2-3 days/week based in our Fleury CFC. Travel to our UK Head Office and other partners' UK and international sites will be required as necessary. We have opportunities for Partner Success Managers to join us at various levels; this is the perfect role for someone keen to learn, develop, and help to shape the future of our clients' businesses.
What will you be doing?
- Acting as the primary point of contact for Partners' operational teams for the effective use of OSP
- Reviewing and maintaining excellent knowledge of Partner operational KPIs and performance to continually identify and highlight areas of opportunity
- Working with partners to identify and implement process improvements
- Ensuring that Partners are using all of the available and relevant OSP features to drive maximum efficiency and business growth
- Leading successful deployments and operational go lives for OSP features and products ensuring Partners are prepared and ready
- Understanding Partners' needs and ensuring the system is configured accordingly
- Using in depth knowledge of Partners' operations to proactively identify opportunities for improvement and to support the Partner in driving these improvements forward
- Coordinating with Ocado teams to ensure Partners receive the knowledge and information required for successful utilisation of OSP so they deliver on their business objectives
- Collaborating with other Ocado teams to build and maintain positive Partner relationships
- Sharing best practice and learnings with Partner OSP teams
- Highlighting process improvements within Ocado, Partner OSP operations and onsite Ocado teams
- Constantly balancing the needs of Partner support requests with conscious respect for contractual commitments and commercial benefits
- Fluent in English and French (essential)
- Experience in a retail or logistics operation
- Familiarity with continuous improvement and optimisation processes
- Stakeholder, relationship building and networking skills
- A continuous improvement mindset
- Excellent written and verbal communication
- Comfortable communicating with large groups of people
- Self-motivated with an ability to deliver to deadlines and multi-task under pressure
- Highly organised and resilient with an eye for detail
- Understanding of project management frameworks
- Able to handle difficult situations, facing challenges with positivity, confidence and pragmatism
- Energy, enthusiasm and tenacity
- An additional European language
- Experience of delivering continuous improvement
- Experience in supporting clients or partners, ideally within a technology solutions or operational environment
- Experience of working cross-functionally both internally and externally to drive partnerships or projects
- Business management experience and commercial awareness
- Ability to think strategically beyond the needs of the organisation today
- Bachelor degree or equivalent practical experience
- Experience of working in a client facing support organisation
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