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Partner (Client) Success Manager

2022 - Current

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The Ocado Smart Platform (OSP) is a world-class suite of solutions for operating online grocery businesses. Built to change the nature of grocery e-commerce globally, the 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. Ocado solutions have been built in-house by dedicated technology and engineering experts. 

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I worked closely with  North America Partner (Kroger) from pre go live through the lifetime of the contract. Collaborated 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.

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I successfully led the deployment and operational go-live of OSP features and products, ensuring that our partners were well-prepared.

  • Acting as the primary point of contact for Partners' OSP teams for the effective use of OSP

  • 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 Reviewing and maintaining excellent knowledge of Partner KPIs and performance

  • 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 

  • 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

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