Ocado Intelligent Automation (OIA) is a technology-led, global software and robotics business providing global customers with Ocado’s world-leading MHE and our unique operational knowledge.
There is an opportunity for a seasoned Customer Engagement Manager to join the OIA team, to help our customers achieve the maximum value from our solutions. The Customer Engagement manager acts as the primary point of contact post-implementation, maintaining strong relationships with customers, evaluating and facilitating the optimization solution performance, and driving customer satisfaction.
Skills and Experience
Customer Relationship Management:
- Develop and maintain strong, long-lasting relationships with key stakeholders within client organizations.
- Act as the primary contact for clients, ensuring regular communication and addressing any concerns or issues proactively.
- Conduct regular business reviews with clients to assess the health of the relationship and identify opportunities for improvement.
Solution Optimization:
- Work closely with clients to understand their operational goals and ensure our solutions are optimized to meet those needs.
- Collaborate with internal teams (e.g., technical support, product development, operational excellence) to resolve issues, implement enhancements, and ensure seamless solution performance.
- Provide strategic guidance and recommendations to clients on how to maximize the value of their investment in our solutions.
Technical Expertise:
- Gain a deep understanding of our solutions, including MHE and warehouse operations technology, to effectively support and advise clients.
- Conduct introductory training, or onboarding, sessions to new customer teams to ensure they understand the benefits and capabilities of the solutions and services we provide.
- Stay updated on industry trends and advancements in warehouse automation and operations.
Customer Success:
- Monitor customer satisfaction and work to continually improve the client experience.
- Identify opportunities for additional value creation and suggest ways to enhance the client’s use of our solutions.
- Serve as an advocate for the customer internally, ensuring their needs are prioritized in product development and service delivery.
Collaboration with Sales and Account Management:
- Partner with the sales and account management teams to identify upsell and cross-sell opportunities.
- Support pre-sales efforts by providing insights into customer needs and the value delivered by our solutions.
- Collaborate on account strategies to expand our footprint within the client’s organization.
What you bring:
- Minimum of 5+ years’ experience of client-facing role within warehouse operations, material handling, or a related industry.
- Technical aptitude and the ability to think strategically and identify opportunities for improvement.
- Demonstrated ability to think strategically about business, product, and technical challenges, as well as build and convey compelling value propositions.
- String interpersonal and communication skills, with the ability to build rapport and trust with clients.
- Strong relationship management coupled with business planning and monitoring.
- High energy, positive attitude, and a strong work ethic.
- Willingness to travel (25%+)
- Experience in sales situations
What We Do
When our journey started, we were all about changing the way people shop for groceries. Nearly 20 years later, we’re a FTSE 100, client-focused business that provides services, technology, and automation to grocery e-commerce businesses around the world.
