Senior Crm Executive (12 Month Ftc)

We’re Ocado Retail. We’re the people powering Ocado.com, the world’s largest online grocer, and Zoom by Ocado, our almost-as-fast-growing, same-day grocery service. As the world’s biggest and best online-only grocer, we work tirelessly to bring more of what matters to our customers: unbeatable range, fair value and effortless convenience.

We’re an exceptional and mighty bunch of colleagues who are inspired by our three awesome values: Always be curious, Bring your best self, and Challenge what's possible.

We have ambitious plans and vision to never stop making our customers' lives better, by delivering the supermarket of tomorrow, today.

About the Team

• The CRM team is responsible for all off-site customer communications, from the moment a customer registers with Ocado and gives us permission to contact them. We use a range of channels and a mixture of lifecycle and targeted communications to engage and inform our customers, driving increased transaction value and frequency of purchase. We use personalised communications to speak to customers one-to-one, demonstrating that we understand them and their unique shopping habits. We also seek to drive loyalty through the delivery of our customer propositions such as Smart Pass, Reserved and the Ocado app, nudging customers to give Ocado a greater share of their grocery spend. CRM is a balance of creativity and science, combining creative thought and strategy alongside data targeting and campaign measurement, allowing our team to develop a wide range of skills and ensures that no two days are the same.

The Role/Profile

• We are looking to hire a Senior CRM Executive to join the CRM team on a fixed-term 12 month maternity leave contract. The main purpose of this role is to manage, update and transform our CRM capabilities to drive significant and transformative change to help raise the bar, with the support of the Senior CRM Manager and the wider CRM team. The role includes leading and managing engagement with both platform and personalisation suppliers, as well as managing the test and learn process, an important role with significant responsibilities.

Key Responsibilities

Focusing on personalisation and automation, the Senior CRM Executive will develop the CRM proposition, working with internal stakeholders and third party agencies.

• Working with the Senior CRM Manager to define and deliver our personalisation plan with our third party supplier, Movable Ink. The Senior CRM Exec would manage this relationship, researching new opportunities, and developing plans that can be implemented by the whole CRM team.
• Becoming the team’sAdobe Superuser - leading the team in development and testing of new Adobe implementations, supporting our CRM Platform Manager in helping upskill the team and ensure optimal usage from the whole team.
• Working with the Senior CRM Manager to lead our test and learn approach developing new initiatives, managing execution with the support of the wider CRM team and interpreting results. Owner of the Test and Learn tracker
• Working with the Insights and Analytics team to understand customer behaviour and make recommendations to increase incremental performance and engagement.
• Supporting on integrating the new basket segmentation, ensuring this lands with the whole team and that all team members are supported and empowered in using this.
• Working with the wider Trade and Brand Marketing team gaining an in-depth understanding of the key objectives and deliverables of outgoing campaigns.
• Refreshing and updating of the Quality Control (QC) process, and management of the copy approval channel, ensuring that all work that goes out to customers is of the highest standard.
• Supporting and working with the wider CRM to develop schedules, plans and ways of working to improve practices and drive efficiencies including but not limited to: Managing and updating the QC process, Managing and updating the copy approval process; managing and updating weekly and monthly reporting processes.
• No formal line manager responsibilities, but this individual would be expected to act as a mentor to more junior members of the team in an informal capacity.

Key skills

• Ability to create, develop and improve CRM campaigns, improving our KPIs ad driving customer engagement
• Strategic and customer-led: Always start with the customer and link the customer mindset to campaigns
• Analytical: Be comfortable with data and is insight-led to inform decisions
• Collaborative: Build collaborative and productive relationships across teams, especially with Brand marketing, Creative and Trade marketing
• Experienced stakeholder manager, both internally and externally (eg Adobe, Movable Ink)
• Be comfortable in a fast-paced and constantly evolving environment
• Ability to problem solve in an independent and proactive manner

What we need from you

• Minimum of 5 years experience as a successful CRM Executive with proven track record of exceptional delivery
• Excellent verbal, written, and interpersonal skills
• Strong time management and organisational skills
• Strategic, analytical and commercial awareness
Proactive, go-getter mindset, and willingness to jump straight in

If you’re looking for a challenging, exciting role in a growing organisation, and being at the heart of driving the business forward, apply now.

What We Offer You
We want our colleagues to feel supported and secure here at Ocado Retail, which is why we have a great range of useful benefits for them to scoop up - and they’re now available to easily learn about using our new platform ‘Pick ‘n’ Mix’. Our flexible benefits range from tasty lifestyle discounts to trusty private medical insurance.
These benefits can also be customised so you can pick and choose to best suit your lifestyle.

Core Rewards

• Annual bonus scheme - maximum opportunity dependent on the role
• 26 Days Annual Leave plus bank holidays
• Up to 7% matched pension contributions (e.g. 7% from you, 7% from us)
• 50% income protection
• 4x salary life insurance
• 15% Ocado.com discount
• 20% Marks and Spencer discount
• Company-paid private medical insurance for colleagues with the opportunity to add partners/children at corporate rates and Digital GP service
• Hybrid Working (2-3 days a week connecting, collaborating, and learning together with our colleagues)

Health & Wellbeing

• Private Medical Insurance
• Critical Illness
• DigiCare+
• Healthcare Cashplan
• Health Assessment
• Dental Insurance
• Eyecare Vouchers
• Digital GP
• Mental Health

Flexible Benefits

• Tax-efficient electric vehicle leasing scheme
• Access to a retail discount platform, providing discounts and cashback

On-site at Apollo

• Free onsite parking and free shuttle service from Hatfield station
• Regular socials, including Town Halls and Mixers & our ORL Summer Party
• ‘The Fig’ (serving breakfast, snacks, and lunch), coffee cart, as well as small kitchens (with unlimited refreshments and fresh fruit available every day) and vending machines on each floor.
• As part of our inclusive nature, help make change within the business and join any of our Networks

Travel to Apollo

We have free onsite parking at Apollo Court, as well as a free shuttle bus service that runs frequently from Hatfield Station - just remember to tell the driver ‘Apollo Court’ as the shuttle also drops at Ocado Group Head Office!

Driving: Apollo Court, 2 Bishop Square, Hatfield Business Park, Hatfield, Hertfordshire, AL10 9NE

Train: Hatfield station is accessible from mainline routes from London Kings Cross, London St Pancras, or Moorgate.

A little bit more about us

Our business is a joint venture between Ocado Group and M&S. It’s a successful combination of award-winning customer service and unrivaled customer data; world-leading technology and logistics from Ocado Group, and unrivaled product development from M&S.

Equal Opportunity Employer

Ocado Retail Ltd is an equal opportunities employer and as such makes every effort to ensure that all potential employers are treated fairly and equally, regardless of their sex, sexual orientation, marital status

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