Partner Success Manager

6 months ago

Melbourne, Australia Ocado Group Full time

Ocado has signed partnership agreements with leading retail companies around the world for us to implement our eCommerce operating platform. One of those companies is Coles in Australia. With a bright future ahead of us in Australia, our Partner Success team is looking to build our team further to help support Coles.

Ocado’s Partner Success team is the primary point of contact for our retail Partners to ensure they are fully conversant in the use of OSP (Ocado Smart Platform). They have in-depth knowledge of all their Partner’s support requirements and upcoming deployments as well as their operational performance. They champion the cause of their Partners to drive maximum performance and business value for the Partners and for Ocado.

**About the Role**:
Partner Success Managers (PSM) support multiple operational issues that our retail Partners face and drive performance improvement with strong ownership and partnership. Great organisational and communication skills are key in this role as you will be working across teams to support all areas of the Ocado Smart Platform. While we maintain an office in Melbourne, proximity to the operating sites is critical. We have a CFC (Customer Fulfilment Centre) in NSW to go live first and another CFC in Victoria will follow. You will be expected to work out of our Partners’ sites especially in the preparation of their respective launches.

This is a hands-on role and is the perfect opportunity for someone who wants to develop a broad range of skills used in grocery ecommerce operations, be a client-facing professional, whilst gaining an excellent understanding of the technologies behind our e-commerce, logistics and supply chain solution.

**The day to day for a Partner Success Manager may involve**:

- Acting as the primary point of contact for Partners’ OSP teams for the effective use of OSP.
- Leading successful deployments and operational go lives for OSP features and products, ensuring Partners are prepared and ready.
- 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.
- Reviewing and maintaining excellent knowledge of Partner KPIs and performance
- Sharing best practice with Partner OSP teams.
- Highlighting process improvements within Ocado, Partner OSP operations and onsite Ocado teams.
- Constantly balancing the needs of Partners with conscious respect for resource constraints of both Ocado and Partners.

**About You**:

- Excellent written and verbal English communications.
- At least 10 years’ experience in logistics operations, such as supply chain, warehouse, and last mile operations.
- Experience in supporting clients / partners, ideally within a technology solutions or operational environment.
- Bachelor degree or equivalent practical experience.
- Experience of working cross-functionally both internally and externally to drive partnerships or projects.
- Business management experience and commercial awareness.
- Stakeholder, relationship building and networking skills.
- 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.
- Ability to think strategically beyond the needs of the organisation today.
- Comfortable dealing with ambiguity and uncertainty.
- Able to handle difficult situations, facing challenges with positivity, confidence and pragmatism.

**What's In It for You**:

- Subsidised Private healthcare.
- Access to salary sacrifice schemes.
- A range of amazing benefits, including Free Shares and Life Assurance.
- Access to Discounts+.
- 12 weeks paid primary parental leave and 6 weeks paid partner parental leave (once relevant service requirements complete).
- Access to our Employee Assistance Programme.

**_Ocado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law._

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