Engagement Manager

Engagement Manager

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.

We are seeking a dedicated and experienced bilingual Engagement Manager to join our team. This role focuses on relationship management and ensuring customer success while collaborating closely with internal teams to deliver optimal solutions. The Engagement Manager will serve as the primary point of contact for clients, acting as their advocate within our organization and ensuring they achieve maximum value from our warehouse automation solutions.

ResponsibilitiesRelationship Management

• Develop and maintain strong, long-lasting relationships with key stakeholders within client organizations.
• Act as the primary contact for assigned accounts, ensuring regular communication and proactively addressing client concerns or challenges.
• Conduct regular business reviews with clients to assess the health of the relationship, identify areas for improvement, and drive value creation.
• Serve as the voice of the customer within the organization, ensuring client needs and expectations are consistently met or exceeded.
• Work closely with sales teams to identify opportunities for expansion, upselling, or cross-selling when appropriate, while ensuring a focus on relationship building over selling.

Customer Success and Solution Optimization

• Partner with internal teams (e.g., technical support, product development, and operational excellence) to resolve issues, implement enhancements, and ensure customers receive optimal support and value realization.
• Collaborate with clients to understand their operational goals and ensure our solutions are aligned with their needs.
• Identify opportunities for clients to optimize their use of our solutions and recommend strategies to enhance their value.
• Provide strategic guidance to clients, leveraging insights into warehouse automation, material handling equipment (MHE), and operational technology.

What You Bring

• 3+ years of experience working within the Material Handling industry, demonstrating a high level of professional knowledge when discussing individual customer projects
• 5+ years of experience in an account management, client relationship management, or customer success role.  Ideally within warehouse operations, material handling, or a related industry.
• Strong relationship management skills, with the ability to build trust and rapport with clients.
• Strategic thinking and problem-solving abilities, with a focus on delivering value and optimizing client success.
• Experience working with data-driven decision-making, warehouse automation systems, or warehouse operations
• Excellent communication skills, with the ability to influence and negotiate effectively.
• High energy, a positive attitude, and a strong work ethic.
• Willingness to wear multiple hats - you'll need to be hands-on and willing to roll up your sleeves to do whatever it takes to deliver customer satisfaction
• Willingness to travel (25%+) to client sites.