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Customer Engagement Manager

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Ocado Group

9d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • Toronto

AI generated summary

  • You need 5+ years in client-facing roles in warehouse operations, strong strategic thinking, excellent communication skills, relationship management, sales experience, and a willingness to travel.
  • You will build client relationships, conduct reviews, address concerns, provide strategic guidance, enhance solutions, support onboarding, advocate for customers, and identify upsell opportunities.

Requirements

  • 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

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

FAQs

What is the primary responsibility of the Customer Engagement Manager?

The primary responsibility of the Customer Engagement Manager is to act as the main point of contact for clients post-implementation, maintaining strong relationships, optimizing solution performance, and driving customer satisfaction.

What qualifications are required for this position?

The position requires a minimum of 5+ years of experience in a client-facing role within warehouse operations, material handling, or a related industry, along with strong interpersonal and communication skills.

Is travel required for this position?

Yes, travel is required for this role, with an expected travel commitment of 25% or more.

What skills are necessary for success in this role?

Necessary skills include technical aptitude, strategic thinking, strong relationship management, business planning and monitoring, and a positive attitude.

How does the Customer Engagement Manager collaborate with sales and account management teams?

The Customer Engagement Manager partners with sales and account management teams to identify upsell and cross-sell opportunities, provide insights for pre-sales efforts, and collaborate on account strategies to expand the client’s footprint.

What type of training does the Customer Engagement Manager provide?

The Customer Engagement Manager conducts introductory training or onboarding sessions for new customer teams to help them understand the benefits and capabilities of the solutions and services provided by Ocado Intelligent Automation.

How does the Customer Engagement Manager monitor customer satisfaction?

The Customer Engagement Manager monitors customer satisfaction by continually assessing the client experience, identifying opportunities for additional value creation, and working to enhance the client's use of the solutions.

What industries should candidates have experience in?

Candidates should have experience in warehouse operations, material handling, or a related industry.

What is the role of the Customer Engagement Manager in solution optimization?

The Customer Engagement Manager works closely with clients to understand their operational goals and ensures the solutions are optimized to meet those needs, collaborating with internal teams as necessary.

What approach does the Customer Engagement Manager take towards client relationships?

The Customer Engagement Manager develops and maintains strong, long-lasting relationships with key stakeholders within client organizations and acts as the primary contact, ensuring regular communication and proactively addressing concerns or issues.

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Ocado Group

Changing the way the world shops

Technology
Industry
10,001+
Employees

Mission & Purpose

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.