Paul Greenwood

Customer Service Director Ocado Retail

People, technology and culture.

What’s my secret? The last 30 years in leadership roles have taught me that the most effective way to guide organisations through periods of change and transformation is to be a great People Manager.

Sounds simple but there are no shortcuts to creating engaged and motivated teams. Throughout my career, I have observed leaders overlooking the seemingly unimportant elements of people management. They underestimate the importance of connecting with their colleagues on a human level; without this connection, they’re left wondering why teams aren’t motivated to deliver the expected performance.

My approach is pragmatic. I focus on developing and engaging people while implementing clear policies that create or reinforce team culture. I have a successful history of transforming underperforming teams in fast-paced operations with a record of inspiring culture change and developing teams which exceed business expectations.

In my role as Customer Service Director at Ocado Retail, my proudest accomplishment has so far been leading the Customer Hub team in Sunderland to improve their customer experience. So much so that our performance allowed us to take home the National Contact Centre of the Year Award in 2022 - our first year entering the awards.