Owns senior customer partnerships, account plans, customer P&Ls, profitability, governance, project delivery, roadmap discussions, service performance, escalations, and internal resource alignment. Serves as Ocado’s senior customer representative and voice of the customer while guiding strategic growth and successful adoption of automation products. Leads customer management teams and requires strong commercial, stakeholder, leadership, people-management, and automation-sector experience.
About Us
We are Ocado Group, and we're bringing world-class automation to online grocery. Our Ocado Smart Platform (OSP) combines cutting-edge robotics, AI, and IoT within our advanced CFCs (Customer Fulfilment Centres). We've mastered the single pick, transforming online delivery for our global partners. Join us and be part of a team pushing the boundaries of retail technology.
About the Role
The VP of Partnerships is the primary person accountable for the customer relationship(s) and the related Ocado financial outcomes.
They will own and drive the Account Plan, the Ocado P&L for that customer(s), taking the lead on all communications, including business development, implementation, roadmap discussions, partner success support and escalations. This may be delivered via Account Managers, delegated as appropriate.
The VP of Partnerships will:
- Be the senior regular “face” of Ocado, responsible for communicating on all aspects of the relationship
- Be a strong advocate for our customer internally (“Voice of the Customer") driving / coordinating the interactions with other parts of Ocado to ensure we’re enabling our customers to be successful.
- Represent Ocado at the senior leadership team level in our customer leadership teams, helping customers form their strategy and how our services can enhance and accelerate their growth.
- Own the P&L for each customer relationship, including driving profitability to agreed revenue targets and performance metrics and challenging costs from within internal matrix teams
- Own the Account Plan for each customer, defining a success plan to help both Ocado and the customers’ businesses grow together over time
- Understand in a deep sense, the commercial success of each customer account, understanding how our products and services can support their needs
- Responsible for ways of working of all customer management team and collaboration
- Govern the implementation of customer projects to ensure that our customer projects are delivered within schedule & budget, and set up to be run successfully
- Ensure we have the correct ways-of-working, governance, project performance monitoring and In Life SLA performance for each customer.
- Facilitate roadmap conversations between customers and internal teams
- Escalate if they ever feel the relationship is being compromised by how Ocado is performing
- Identifying customer needs and ensuring that local and central resources are aligned to appropriately deliver - including partner success to help our customers maximise their revenue and growth through the best utilisation of our products
About you
- Excellent stakeholder, relationship building and networking skills.
- A customer focused or product mindset
- Business Management experience (e.g. budgeting, audits, running a business, commercial awareness, etc)
- Experience in a senior leadership role, leading other leaders, within a fast changing Technology company
- Strong leadership skills, able to inspire confidence and deliver a compelling vision.
- People management experience - experience of leading and managing others
- Significant experience in automation solutions
- Able to make tough decisions and handle difficult situations, facing challenges with positivity, confidence and pragmatism
What we offer
- 401k Plan; 100% match up to 5% of earnings
- Paid Vacation and Sick Days
- 10 Paid Public Holidays
- Medical, Dental, and Vision Insurance
- Medical and Dependent Care
- Flexible Spending Accounts Health Reimbursement Account
- Company Contribution of 50% of Annual Deductible
- Company Paid Life Insurance
- Short and Long Term Disability Insurance
- Employee Assistance Program
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