Job Purpose

To develop, lead and grow Ocado as a strategic national customer account by developing and executing joint business plans that drive profitable sales, build market share, and strengthen long-term partnerships for the MPM brands. The National Account Manager is responsible for full customer P&L ownership, delivering against revenue, spend and margin targets, and acting as the key liaison between Ocado and internal cross-functional teams.

This role will also identify, research and set MPM up with new EMEA marketplace opportunities, building the commercial rationale, entry plan and cross-functional ways of working needed to launch successfully. The role is critical in shaping eCommerce customer strategy, influencing online category performance and championing commercial excellence across the organisation.

Key Responsibilities

This role deals with a wide variety of work tasks including, but not limited to the following:

• Develop and manage Ocado as a strategically important eCommerce account, building strong relationships and clear joint business plans.
• Own the Ocado customer P&L, ensuring profitable growth, effective budget management and delivery of agreed revenue, spend and gross margin targets.
• Lead customer negotiations, annual planning and commercial reviews to secure mutually beneficial outcomes and maximise MPM ROI.
• Monitor, analyse and report Retail Sales Value (RSV), turnover, spend and margin performance versus budget and outturn on a weekly, monthly and annual basis.
• Develop and implement robust pricing, promotion and trade plans for Ocado, analysing ROI and amending plans where needed.
• Partner with Brand, Category, Product and Trade teams to create compelling customer-facing proposals, range reviews and brand planning sessions supported by EPOS, customer and consumer data.
• Identify opportunities to increase distribution, product range, space, online visibility and digital shelf performance across Ocado.
• Work with marketing and eCommerce teams to deliver strong product content, media plans and best-in-class online execution for Ocado.
• Communicate regularly with Supply Chain and the Business Account Coordinator to ensure accurate base, promotional, NPD and new listing forecasts are shared and customer service issues are managed effectively.
• Track competitor, category and customer activity, using insight to recommend opportunities and manage risks.
• Ensure best in class digital shelf through regular audits, new content uploads and participating in reviews programs.
• Research, prioritise and build the commercial case for new EMEA marketplace opportunities aligned to MPM brand and channel strategy.
• Lead the end-to-end setup of new EMEA marketplaces, including customer onboarding, commercial terms, product data requirements, content, pricing, operational readiness and launch plans.
• Create clear entry strategies for new marketplaces, defining the customer proposition, launch priorities, success measures and cross-functional responsibilities.
• Navigate ambiguity confidently, using initiative to solve new problems, identify the right internal and external contacts and establish scalable processes where none currently exist.
• Lead cross-functional collaboration and escalate key risks, blockers and opportunities to the Head of eCommerce in a timely manner.
• Support product and business planning decisions through analysis of RSV, category, customer, marketplace and consumer data.
• Support the collation of forecast volume and sales impact, and subsequent review of actual volume and sales performance as part of the Stage Gate process.

Any other duties commensurate with the level of responsibility of this role.

Knowledge, Skills and Experience

Essential

Action Orientated

Self-starter who can react quickly and effectively to an opportunity, issue or new route to market.

Business Development Skills

Able to identify commercial opportunities, build effective relationships and create entry plans for defined retail and marketplace partners.

Curiosity and Initiative

Naturally curious, proactive and confident researching unfamiliar customers, marketplace models and operating requirements without waiting for all answers to be provided.

Confidence Navigating the Unknown

Comfortable working in ambiguity, solving new problems, building processes and influencing others where a route to launch is not yet established.

Strategic Commercial Thinking

Able to align account and marketplace plans with business objectives, brand priorities and long-term growth strategies.

Advanced Negotiation Skills

Capable of leading complex customer negotiations and securing mutually beneficial outcomes.

Data-driven Decision Making

Strong analytical skills and confidence using sales, market, customer and financial data to shape recommendations.

Project Management

Ability to manage multiple workstreams, stakeholders and launch requirements, delivering projects on time.

Stakeholder Management

Skilled at influencing and communicating with internal and external stakeholders at all levels.

Strong Communication and Presentation Skills

Can create and deliver compelling customer-facing proposals, business cases and launch recommendations.

IT Literate

Competent using Excel and PowerPoint, with confidence working with customer and marketplace data. Full training will be given on in-house systems.

Focus on Execution

Ability to turn insight and strategy into clear actions, customer plans, launch tasks and follow-up.

Financial Acumen

Understanding of key profit drivers, ROI, budget management and ways to improve customer profitability.

Personal Learning and Embraces Change

Seeks feedback, learns from experience and adapts quickly as customers, marketplaces and processes evolve.

Time Management

Uses time effectively to manage account deadlines, project milestones and new marketplace setup tasks.

High Level of Self-supervision, Organisation and Discipline

Fully prepares for customer calls, prioritises work effectively and ensures agreed follow-up is delivered on time.

Sales Experience

Minimum of 5 years’ account management experience in the FMCG sector.

Minimum of 2 years in eCommerce.

Proven track record of managing strategic customers, eCommerce accounts or business development opportunities.

Languages

English. Additional European languages would be advantageous.

Desirable

• Experience in the Pet Care sector.
• Experience managing Ocado or another major UK grocery/eCommerce customer.
• Experience researching, launching or managing European marketplaces.
• Experience working across European markets.
• Understanding of digital shelf, marketplace operations, online content requirements and eCommerce trading levers.