Overview
CRM Manager (12-month FTC)
Contract type: Fixed Term Contract (12 months)
Location: Hatfield (Hybrid working – 3 days in the office)
Working hours per week: 40 hours
Level: Manager
Application Closing Date: Friday 8th May
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
The CRM Manager role, working in conjunction with the Head of CRM and commercial teams, has responsibility for the day-to-day management and strategic direction of our customer comms, working closely with stakeholders to ensure we are delivering exceptional customer experience whilst also delivering commercially successful campaigns.
The CRM Manager must use a strong understanding of customer needs, an effective use of data and AI to elevate our capabilities in delivering exceptional customer experience.
What You’ll Do
* Strategic planning transformation: Accountable for re-engineering the CRM planning process to be audience-led, ensuring all activities are aligned with strategic objectives for our high-value customer segments, rather than just short-term trade-driving initiatives.
* Setting up new CRM proposition: working on a new initiative in Ocado to set up a CRM strategy from the onset through to delivery, understanding acquisition through to reactivation
* Customer value optimisation: Accountable for developing and executing strategies to increase key value metrics, including basket size, order frequency, and category penetration, through the implementation of automated and personalised customer journeys.
* Advanced personalisation: Accountable for leveraging dynamic content, AI, and customer data (e.g., price/promotion sensitivity) to deliver personalisation at scale, moving beyond generic campaigns to individualised customer experiences.
* Seasonal campaign leadership: Accountable for the end-to-end strategic planning and commercial success of all seasonal and major brand campaigns targeting the active customer base. This includes ensuring executional excellence, cross-functional alignment, and the delivery of campaigns that meet or exceed revenue and engagement targets.
Who You Are
* Collaborative stakeholder management: excellent verbal, written, and interpersonal skills, combined with strong stakeholder management abilities to build collaborative and productive relationships across key internal teams (Revenue Management, Insights, Creative).
* Strategic CRM experience: 5+ years CRM experience, working across multiple channels and systems
* Customer-first commercial acumen: drive strategy with a customer-centric mindset, ensuring technical drivers link directly to business outcomes. Must be commercially aware and comfortable making data-driven trade-offs based on clear insights.
* Proactive achievement mindset: a proactive, go-getter attitude with a relentless focus on achievement, strong integrity, and the willingness to roll up your sleeves to quickly implement solutions and challenge the status quo.
* Strategic & analytical thought: possess strong strategic, analytical, and organisational acumen with a curious mindset, capable of challenging established norms and informing decisions with deep insights.
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 a 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 careers@ocadoretail.com, and we’ll be happy to assist you. If you require reasonable adjustments during the recruitment process, please let us know on the application form.
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