Client Transition Associate

Who We Are

Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division.

Our unique, proprietary, and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with Kroger to help it redefine the grocery customer experience in the United States through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform.

The Client Transition team works with our Ocado Smart Platform (OSP) partners to ensure they are 'getting the most out of the product'. The Client Transition team has a key role in driving growth ahead of the market for all of our OSP partners. The role covers the end-to-end online grocery operation.

Having a deep understanding of OSP, the Client Transition Associate's role is to deliver on-location operational support to client's teams to ensure a smooth implementation of OSP into their business. This encompasses the operational work required to 'get OSP going' namely, testing, training, set up support, and 'snagging'.

The Client Transition Associate will act as the trusted expert in OSP implementation matters, having both an extensive understanding of OSP and a deep understanding of client operations.

What You Will Do

Pre Go-Live & Hyper care

• Work closely as the main client contact to ensure OSP is set up and configured in preparation for trial, launch, and rollout
• Ensure the platform is appropriately configured and support services have been set up
• Coordinate internal activities in preparation for go-live
• Plan set of demos and trials on key OSP elements with the client and execute them
• Provide localized client training on client sites
• Complement client team self-learning (based on Ocado materials) with coaching/demo sessions on location
• Provide on-the-ground operational support
• Resolve 'snagging' issues around configuration/operation / and follow up on bugs
• Act as a consultant and knowledge base for client queries regarding OSP
• Act as a consultant and knowledge base for internal stakeholders to understand more about client operations
• Run end-to-end testing of the OSP platform working closely with the testing team to handover to the client for UAT.
• Follow up and resolve OSP implementation issues around the usage of the platform, and unresolved issues flagged with the service desk
• Support the launch of more complex features and key developments client-side (e.g. store expansion)
• Feedback lessons learned and areas of improvement to management
• Report to management status and progress of implementation
• Auditing the client's use of the OSP platform and highlighting areas to add value
• Analyzing key metrics to identify data-driven improvements for the client to make to their operation

Who You Are

To qualify for this position, you should meet the following requirements:

Minimum:

• Minimum of 2 - 3 years of work experience.
• Expertise working in and running operations.
• Experience working or strong desire to work with national and international clients on location.
• Experience in Implementation Support and Advisory Services.
• Creative problem-solving approach, strong analytical skills, and attention to detail.
• Data analysis and good data-driven decision-making skills.
• Strong client relationship and stakeholder management.
• Expertise in the retail/grocery sectors.
• Strong cultural awareness and comfort with different national groups in a cross-functional environment.
• Demonstrable project and process management skills (i.e. building / running plans, providing teams visibility/involvement).
• Strong sense of ownership and a proactive can-do attitude. Keen to take a hands-on approach in driving client outcomes.
• Ability to build trusting relationships with others (internally & externally).
  

Preferred:

• Bachelor's Degree or equivalent in a technical field or equivalent practical experience
• Experience working in a delivery/distribution operation
• Experience working for tech companies, implementing software platforms and platform migrations
• Language Skills (Not essential)
• Experience with eCommerce (website, fulfillment, last mile)
• Familiarity with software platforms and the retail/grocery space
• Excellent ability to engage and communicate with stakeholders at all levels of the organization (from Head Office to stores

Location: Remote - Travel 100%

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 Term Disability Insurance
• Long Term Disability Insurance
• Employee Assistance Program

Learn about our partnership with Kroger:

• Kroger Bets on Robots With Ocado Deal
• Meet Ocado, Kroger's Newest Weapon in Its Grocery Delivery War with Amazon and Walmart
• Check out this video about our advanced robotics technology

Ocado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.