Partner Success Manager

This posting is for hourly paid logistics employees to apply through.

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status. 

About Us

Ocado Solutions is responsible for our corporate international  partnerships, offering the proprietary Ocado Smart Platform (OSP) as a service to retailers around the world. OSP comprises access to Ocado’s physical automation, allowing highly efficient preparation of orders, together with the full end-to-end software applications required to operate a world class online grocery business, bringing the best possible operational economics, consumer experience and service to our partners. Since 2017 we have signed agreements to provide our unique e-commerce solution to a number of the world’s largest grocers, including Groupe Casino (France), Sobeys (Canada), ICA (Sweden), Kroger (USA), Coles (Australia), AEON (Japan), Alcampo (Spain), Lotte (South Korea) joining our UK partner Morrisons and the Ocado/M&S joint venture.

About the role

You will be working in Busan, South Korea for a period of 2~3 years. Busan is the number two city in South Korea where our first CFC in Korea will commence operations toward the end of 2024.

While we maintain an office in Seoul, proximity to our operational counterparts is critical. Therefore, you will be working in Busan CFC1 with occasional trips to Seoul when necessary. 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 senior professional, whilst gaining an excellent understanding of the technologies behind our e-commerce, logistics and supply chain solution.

Partner Success Managers report to the Director of Partnership, Korea (solid line) and to Director of Partner Success Operations, APAC (dotted line). 

You will be (accountabilities)

• Primary point of contact for Partners’ ISF and CFC operational 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
• Coaching and mentoring Partners’ operational staff on site who are new to OSP processes and systems
• Collaborating with other Ocado teams to build and maintain positive Partner relationships
• Reviewing and maintaining excellent knowledge of Partner KPIs and performance
• Sharing best practices 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 (experience we seek)

• Experience running Ocado’s CFCs as Operations Managers or Senior Operations Managers or experience supporting OSP Partners’ CFC operations as part of the Partner Success team in Ocado Solutions
• Excellent communications skills
• A strong commitment to working in a non-English-speaking culture and the patience and understanding to communicate with Korean clients through interpreters
• Experience in supporting clients / 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
• 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

What we offer you

Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.

• 30 days ‘working from anywhere in the world’ policy
• Wellbeing support through dedicated apps and an Employee Assistance Programme
• 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
• Pension scheme (various options available including employer contribution matching up to 7%)
• Generous Private Medical Insurance (within the first month of joining!)
• Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary)
• 22 weeks paid maternity/primary parent leave and 6 weeks paid paternity leave (once relevant service requirements complete)
• Train Ticket loan (interest-free)
• Cycle to Work Scheme
• Free shuttle bus to and from Hatfield Train Station to the Hatfield offices
• Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
• Opportunity to participate in Sharesave and Buy as You Earn share schemes
• 15% discount on Ocado.com and free delivery for all employees (within the first month of joining!