Primary Account & Development Manager
Contract type: Fixed Term Contract (6 Months)
Location: Hatfield (Hybrid working - 3 days in the office)
Working hours per week: 40 hours
Level: Associate
Application Closing Date: Monday 15th June 2026
About us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value. We’re also on a mission to empower our business with smart technology; we've recently launched our AI Academy, providing a tailored AI learning journey for every colleague.
We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket, ocado.com. Not only is Ocado the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service.
About the team and the role
As the Primary Account & Development Manager, you will drive the success of the Ocado Primary Network (OPN) by managing key relationships with hauliers and suppliers to ensure on-time, in-full product delivery to our Customer Fulfillment Centres (CFCs). Collaborating closely with the Demand Planning Team, you will oversee daily stock movement inquiries, enforce service level agreements (SLAs), and protect customer-facing KPIs. Beyond daily operations, you will be empowered to identify and implement strategic network improvements, proactively streamlining transport services to reduce costs, shortening lead times, and building efficient communication streams across the business.
The ideal candidate brings a proven track record within a Primary Network, Demand Planning, or fast-paced FMCG transport operation, whether from a retailer, supplier, or logistics perspective. You must be a highly motivated self-starter with exceptional relationship management, organisation, and communication skills, backed by a strong eye for accuracy and a passion for driving operational efficiency.
What you’ll do
Oversee the performance management of 3PLs, ensuring all parties comply with contractual agreements and service level agreements (SLAs)
Lead weekly and periodic reviews with primary hauliers to evaluate SLAs and drive continuous improvement initiatives.
Cultivate strong, sustainable working relationships to maintain high levels of operational efficiency with all stakeholders.
Collaborate internally and externally to support sustained business growth and achieve industry-leading key performance indicators (KPIs).
Establish and maintain relationships with senior CFC managers to create a feedback loop for addressing supply chain issues.
Engage proactively with operational and trading teams to balance their requirements with inventory management efficiency.
Monitor and report on project progress, making necessary adjustments to align with strategic objectives.
Manage large-scale storage operations and plan for seasonal projects to optimise outbound customer fulfilment
Follow up on new business leads, providing support from initial quotation through to Go-Live stages.
Lead the ongoing development of the Ocado primary network.
Conduct regular one-to-one meetings, appraisals, and professional development planning (PDPs) with direct reports, ensuring goals are tracked and providing support as needed.
Undertake additional tasks as requested by management, in line with reasonable expectations.
Potential for line management responsibility
This role encompasses various focus areas, which are likely to evolve as the business grows. It is a creative position that offers opportunities to develop a diverse set of skills, including project management, communication and presentation, people management, cross-functional collaboration, relationship building, cost-saving initiatives, and overall promotion of supply chain activities within the organisation.
Who you are
Essential
A strong track record in Retail Primary, FMCG models and/or transport operations, working within a KPI driven environment.
Ability to influence effectively and build constructive working relationships across the business
A proactive team player, professional, polite, helpful and approachable and willing to share information, knowledge and skills with others. Ability to fit in and guide others in the team and wider business
Drive & enthusiasm, demonstrating the ability to work in a fast-pace environment, and be resourceful when faced with challenges
Ability to work under pressure, maintaining accuracy & keeping to deadlines
Strong business skills and commercial acumen
Excellent planning & organisational skills, planning and achieving results through effective change management
Confident decision maker who is able to work independently and on behalf of many others
Excellent written and verbal communication skills at all levels
Excellent PC skills, as well as proficiency in Microsoft Office (particularly Microsoft Excel) to at least intermediate level
Experience with the Google platform and all related functions (Google sheets, Google docs)
A customer focused outlook and the ability to see how day to day issues can impact the customer experience
Adaptable and flexible approach to the position, to support a 24/7 transport operation
Desirable
Educated to degree level or equivalent
Formal Supply Chain qualification(s)
Regular travel is required so a driving licence is beneficial
Previous experience of 3rd party vendor management
What’s in it for you
By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail. You'll also be part of our AI Academy, a dedicated learning journey designed to empower every colleague with the smart technology skills of the future.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:
Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.
Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.
Our Hiring Process
Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.
Your Application and AI
In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don't lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you're a great fit for us.
Everyone’s welcome
We’re an equal opportunities employer, which means that we make sure all potential colleagues are treated fairly and equally. We want to ensure everyone has a fair chance to apply; if you need this job description in an alternative format (e.g., larger print, different document type, etc.), please reach out to us at [email protected] and we'll be happy to assist you, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.
