Partner Success Manager - Smart Platform

Ocado Group; Hatfield; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Private Medical Insurance

Pension with employer matching

Share schemes

Cycle to Work

Ocado discounts

Job summary

Ocado Group is seeking a Partner Success Manager to be the primary contact for assigned partners, driving value from the Ocado Smart Platform across fulfilment, supply chain and last mile operations.

You will work with cross-functional teams, analyse partner performance, and ensure readiness for go-lives and feature deployments, fostering strong relationships and continuous improvement.

Qualifications

• Good written and verbal English and an additional European Language (ideally French, Spanish, Swedish or Polish).
• Experience in a retail or logistics operation.
• Familiarity with continuous improvement and optimisation processes.
• 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.
• Business management experience and commercial awareness.
• 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.

Responsibilities

• 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 escalates risks where delivery may impact Partner operations or confidence.
• 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.

Skills

English (written & spoken)

Additional European language

Retail/logistics experience

Continuous improvement

Stakeholder management

Delivery under pressure

Organised & detail-oriented

Strategic thinking

Project management basics

Cross-functional collaboration

Commercial awareness

Communication with large groups

Ambiguity handling

Bachelor degree or equivalent

Education

Bachelor degree or equivalent practical experience

Job description

Ocado Group is seeking a Partner Success Manager to be the primary contact for assigned partners, driving value from the Ocado Smart Platform across fulfilment, supply chain and last mile operations.

You will work with cross-functional teams, analyse partner performance, and ensure readiness for go-lives and feature deployments, fostering strong relationships and continuous improvement.