Partner Success Manager

About Us

We are Ocado Commercial, and we are revolutionising online grocery. We partner with the world's leading retailers, providing our innovative Ocado Smart Platform (OSP) – a powerful blend of automation and software – to elevate their e-commerce capabilities. Join us and be part of a team that's shaping the future of retail, working with global giants from Kroger to AEON.

About the Role

The Ocado Smart Platform (OSP) is a modular, scalable software and hardware solution supporting highly automated customer fulfilment warehouses (CFCs) integrated with a fully fledged grocery e-commerce platform. The vision is to provide large bricks and mortar retailers across the globe with an online service using our disruptive technology.

Partner Success Managers are the primary point of contact for our Retail Partners to ensure they are using OSP to maximum potential. They work with Partners to identify areas of opportunity to drive maximum performance and business value for the Partners and for Ocado.

Partner Success Managers work closely with Partners from pre go-live through the lifetime of the contract. They form part of the Partner Account Team and collaborate closely 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.

• The Partner Success Manager is the primary point of contact for their assigned Partner(s) for the effective, stable and value-driven use of the Ocado Smart Platform (OSP), covering fulfilment, supply chain, and last mile  operations.
• A core member of the Partner Account Team, working closely with Partner operational teams and cross-functional Ocado teams to ensure Partner priorities are clearly represented and delivered in a joined-up way.
• Uses operational data, performance metrics and analytics to develop and maintain a deep understanding of Partner performance, risks and dependencies, and to identify opportunities to improve efficiency, resilience and service outcomes.
• Accountable for understanding the Partner’s operating model, contractual scope and operational objectives, and for supporting Partners to achieve strong, sustainable performance within the agreed framework.
• Acts as the primary operational and platform liaison between the Partner and Ocado, ensuring Partner context, requirements, constraints and business case are clearly understood and appropriately prioritised for implementation.
• Owns the Partner relationship for operational OSP roadmap engagement, acting as the named point of contact for operational roadmap topics, feature delivery queries and platform evolution in the context of operations.
• Represents Partner operational requirements and priorities into Ocado’s roadmap and change governance processes, ensuring clear problem definition, Partner impact and business case and operational context are understood.
• Owns Partner readiness for change, including the preparation and delivery of operational go-lives and deployments, ensuring Partners are informed, prepared and able to adopt new functionality effectively.
• Ensures Partners are making effective use of relevant and available OSP functionality, promoting adoption of standard capabilities and best practice to maximise operational value.
• Proactively monitors delivery of Partner-relevant platform changes, working with internal stakeholders to resolve issues, manage dependencies and escalate risks where delivery may impact Partner operations or confidence.
• Uses operational data and performance metrics (for example pick productivity, slot availability, waste and cost to serve) to understand Partner performance, identify root causes and opportunities, and make evidence-based recommendations and prioritisation decisions with the Partner. 
• Balances Partner support needs with contractual commitments and commercial considerations, ensuring support is delivered in a way that is both Partner-centric and commercially responsible.
• Builds and maintains strong, positive working relationships with Partner teams and internal stakeholders, fostering trust, transparency and effective collaboration.
• Contributes to the continuous improvement of Partner Success ways of working through sharing best practice, supporting cross-partner initiatives, and helping evolve processes, standards and tooling across the function.

About you

Minimum:

• Fluency in Japanese and Business English
• Experience in a retail or logistics operation
• Familiarity with continuous improvement and optimisation processes
• Able to interpret operational data and dashboards, spot trends and root causes, and use them to make and justify decisions.
• Stakeholder, relationship building and networking skills
• Self-motivated with an ability to deliver to deadlines and multi-task under pressure
• Highly organised and resilient with an eye for detail
• Ability to think strategically beyond the needs of the organisation today
• Understanding of project management frameworks
• Experience of working cross-functionally both internally and externally to drive partnerships or projects
• Comfortable communicating with large groups of people
• Comfortable dealing with ambiguity and uncertainty
• Able to handle difficult situations, facing challenges with positivity, confidence and pragmatism
• Bachelor degree or equivalent practical experience