Partner Success Manager

Partner Success Manager - Coles

Ocado Group is a UK-based company that is one of the world's largest dedicated online grocery retailers, we also operate our own grocery and general merchandise retail businesses under We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), this drives our highly automated, multi-million dollar Customer Fulfilment Centers (CFCs). In our CFCs - together with the proprietary software applications - we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery via our local partner Coles.

This position is based in Melbourne, Australia to provide hypercare support for the Coles teams in both Melbourne and Sydney.

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.

Two CFCs are located in Sydney and Melbourne to serve customers in Australia's larger urban areas. Each CFC will have an estimated sales capacity between $500 and $750m per annum. Ocado is providing Coles with a comprehensive and customized suite of support and engineering services to enable a smooth launch and sustainable e-commerce operations. Our partnership is also incorporating ongoing learning and innovation from Ocado's global experience into the Australian marketplace.

The Coles Partner Success Manager will work closely with Coles through the lifetime of the contract. They collaborate with other Partner Success teams and teams across the Ocado Group to ensure Coles receive expert knowledge and support in the effective use of OSP and the seamless deployment of new features and products. 

What will you be doing?
● Acting as the primary point of contact for Coles' OSP teams for the effective use of OSP
● Leading successful deployments and operational go lives for OSP features and products ensuring Coles are prepared and ready
● Understanding Coles' needs and ensuring the system is configured accordingly
● Using in depth knowledge of Coles' operations to proactively identify opportunities for improvement and to support the Partner in driving these improvements forward
● Coordinating with Ocado teams to ensure Coles 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 Coles KPIs and performance
● Sharing best practice and learnings with Coles OSP teams
● Highlighting process improvements within Ocado, Coles OSP operations and onsite Ocado teams
● Constantly balancing the needs of Coles support requests with conscious respect for contractual commitments and commercial benefits

What are we looking for?
● Fluent in English and at least one other European language (essential)
● 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
● Able to handle difficult situations, facing challenges with positivity, confidence and pragmatism

It would be great if you also have…
● 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

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.