Senior Customer Success Manager at Internal Board - for Logistics Hourly Paid Employees Only

Ocado Intelligent Automation is seeking a Senior Customer Success Manager to build and maintain strong customer relationships. The Senior Customer Success Manager acts as the customer's advocate within Ocado, providing data-driven feedback to internal teams. This role focuses on ensuring customer satisfaction and driving business growth through strategic relationship building, proactive issue resolution, and leveraging analytics. The role involves:

• Cultivating and maintaining strong, long-term partnerships with customers.
• Championing customer satisfaction across solutions, products, staff, and services.
• Acting as the customer's internal advocate.
• Providing data-driven feedback to Sales, Service, Product, and Engineering teams.
• Strategic relationship building with key accounts.
• Proactive issue resolution.
• Leveraging analytics to drive value and identify growth opportunities.
• Managing contract renewals.
• Ensuring alignment on KPIs and operational objectives.

Requirements for the role include:

• Solid experience as a CSM or similar role dealing daily with enterprise-level customers
• Experience dealing with customers at all levels, from C-Level Executives to plant-level supervisors
• Excellent analytical, problem-solving, communication and organization skills
• Highly developed communication skills, both written and verbal, including an ability to prepare high-level reports to Executives and external parties.
• Experience working with data-driven decision-making, warehouse automation systems, or warehouse operations

Ocado Intelligent Automation offers:

• 25 days annual leave (rising to 27 after 5 years), plus the option to buy more & 30 days a year to work from anywhere in the world.
• Private Medical Insurance from your first month, wellbeing support through specialist apps and EAP, plus Income Protection and Life Assurance.
• 22 weeks paid maternity/primary carer leave and 6 weeks paid paternity leave (after qualifying period).
• Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), and interest-free loans for train tickets.
• Cycle to Work Scheme and free shuttle buses to/from Hatfield and Welwyn Garden City stations.
• 15% off at Ocado.com with free delivery (starting in your first month).