Vacancy NameSenior CRM Executive - Reactivation Vacancy NoVN1176 Job TypePermanent LocationHatfield Job Details
Senior CRM Manager - Reactivation
Contract type:Permanent
Location:Hatfield (Hybrid working - 3 days in the office)
Working hours per week:40 hours
Level:Associate
About us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value.
We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket,. Not only is Ocado.com 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, our same-day grocery delivery service.
About the team and the role
The Senior CRM Executive role, working in conjunction with the wider CRM team, has responsibility for the day-to-day execution and strategic direction of our customer lifestages focused on churn prevention and reactivation. They will use a strong understanding of customer needs, an effective use of data and an ability to help create engaging and persuasive creative communications.
What you’ll do
1. Holistic churn and reactivation strategy: Accountable for managing the end-to-end customer lifecycle from pre-lapsing identification through to lapsed and dormant states, with a strategic emphasis on proactive churn prevention.
2. Reactivation programme optimisation: Accountable for re-architecting the existing reactivation journey to improve cost-efficiency, utilising customer segmentation to tailor investment and prioritising organic win-back ahead of costly incentives.
3. Customer churn diagnostics: Accountable for developing a deep, data-led understanding of the primary drivers of customer churn and leveraging these insights to create personalised and effective win-back strategies.
4. Data-driven reactivation modelling: Accountable for leveraging predictive data science models to optimise reactivation targeting and investment, ensuring a positive and measurable return on investment for all win-back initiatives.
5. Supporting the team with incentive(s) and creation of voucher communications to our customer base
6. Support the wider team with ideation on what a great customer journey looks like and helping to deliver this.
7. Support the team on creating and implementing the test and learn plan, to help us further optimise communications.
Who you are
8. Strategic CRM experience: proven CRM experience working with customer lifecycles and reactivation techniques.
9. 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.
10. 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 (Insights, Finance, Research).
11. 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.
12. 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.
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: Annual bonus scheme split between personal and business objectives, 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