Vacancy NameLoyalty Lead Vacancy NoVN1170 Job TypePermanent LocationHatfield Job Details
Loyalty Lead
Contract type:Permanent
Location:Hatfield (Hybrid working - 3 days in the office)
Working hours per week:40 hours
Level: Lead
Application Closing Date:Monday 5th January 2026
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
We are looking for a highly motivated and strategic Loyalty Lead to join our team and play a pivotal role in shaping the future of our loyalty program and propositions, with the goal of driving more lifetime value and delivering a brilliant experience to customers. This is a unique and exciting opportunity to lead the development of a new loyalty proposition, mobilising relevant teams to address key strategic questions, and driving growth and adoption to our existing loyalty-building propositions. This will be a high impact role with senior stakeholder engagement, reporting into the Growth & Customer Lifecycle Director. The ideal candidate will be adept at balancing high-level strategy with hands-on execution, leveraging insights to inform key decisions, ensuring a seamless and effective program launch and ongoing management.
What you’ll do
There are two key areas of the role: 1) Sparks Loyalty; and 2) Loyalty-building propositions (e.g. Smart Pass, App, Reserved, App); with line management responsibilities (team of 3) and delivering through others across Ocado Retail and M&S teams.
Sparks Loyalty
1. Develop and own the overall Sparks x Ocado strategy - Define the long-term vision, strategy and roadmap for the Sparks programme. Frame key strategic questions to solve, create a comprehensive strategy and business case, defining the objectives, economics and funding model
2. Build the proposition and run trials - Work in conjunction with the M&S Sparks team to design a multi-phased loyalty proposition, defining the right rewards and benefits, identifying data, legal and tech requirements, and developing trial plans to build on key learnings
3. Develop and align KPIs to measure success - Define the key success factors, KPIs and work Insights to build reporting dashboards to monitor performance
4. Own the ongoing management, execution and optimisation of the programme - Run and optimise the programme, leveraging data and insights to continuously improve and optimise the offers and rewards; oversee the execution of key loyalty mechanics (e.g. voucher set-up, offer testing, campaign deployment), and identify new opportunities to test and learn - supported by Loyalty Manager
5. Define the funding and budget requirements - agree principles for funding between Ocado and M&S, identify pockets of funding within Ocado and manage key stakeholders
6. Mobilise and project manage to deliver a successful launch - Create the drumbeat, ways of working, and processes to engage key senior stakeholders and mobilise cross-functional teams, proactively identifying roadblocks and solving these and ensure timely delivery - supported by Loyalty Manager
7. Oversee technical Implementation: Scope out data and tech requirements (in collaboration with M&S and Tech / Product teams), and mobilise teams to implement any necessary tech integrations, data sharing solutions, and manage clean room processes
Example KPIs accountable for:
8. Input: Sparks x Ocado joint customers, Sparks adoption rate (TBC), # / % acquisition from Sparks to Ocado, mission / offer engagement & redemption rate
9. Output: Impact on joint customer CLV (frequency and basket), Incremental revenue from Sparks acqui, Sparks acqui / joint customer retention rate
Loyalty-building propositions
10. Lead the go-to-market strategy for loyalty-building propositions (Smart pass, App, Reserved, Regulars) - working with the Loyalty and Proposition Marketing Senior Manager to ensure clear alignment with Product / Tech, and engaging key cross-functional teams as required
11. Drive adoption and retention - build a channel and next best action strategy: Work with the Senior Manager to determine the optimal channel mix and messaging strategy to drive awareness, adoption, and usage and retention of loyalty propositions (and how these interact with each other)Identify the most impactful point in the customer lifecycle or journey / method to drive maximum adoption and CLV Drive adoption in priority segments, geographies etc. that will drive the most incremental value for both Ocado and the customers
12. Define value and positioning: Develop a strong understanding of the impact of each activity and across journeys on CLV; identify opportunities to optimise existing activities and maximise new ones
13. Develop and align KPIs to measure success - define the leading and lagging KPIs required to measure our success, including reviewing existing KPIs and definitions, and work with Insights to create the relevant reporting dashboards
14. Oversee loyalty budget to support the above initiatives - as required; identify monetisation opportunities and work with Commercial / Retail Media teams to drive supplier funding (e.g. rewards, partnerships)
15. Identify gaps and recommend opportunities to deliver more loyalty-building propositions in the future - working closely with the Product team to define prioritisation and solutions
Example KPIs accountable for:
16. Input: Membership numbers (% of base and % of orders), sign up rate, cancellation rate, campaign effectiveness
Output: Incremental revenue (from members), Impact on CLV (frequency, basket), SP subscription income, SP retention rate (high value customers), % SP customers profitable, Reserved retention rate, Loyalty NPS
Who you are
17. Excellent strategic and problem solving skills - a proactive problem solver and ability to operate at a high-level with ambiguity, but also delve into the details when required
18. Excellent senior stakeholder management and relationship-building skills
19. Experience operating in a fast pace of change organisation (ie Retail, Tech, Marketplaces etc)
20. Proven experience in developing and executing a loyalty programme preferred but not required
21. Excellent analytical, verbal, written and interpersonal skills
22. Strong technical understanding - especially on required data flows, tech integrations, use of customer data for loyalty and personalisation initiatives
23. A critical and creative thinker - able to absorb complex data, join the dots across different areas, and build innovative strategies
24. Growth mindset - ability to get up to speed quickly and willingness to learn
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