Senior Crm Retention Manager

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 today, tomorrow.

The Role/Profile

We are looking to hire a CRM Retention Senior Manager to join the Customer Experience team. As an online retailer, CRM is a key channel at Ocado and is key to driving customer retention (of both new and reactivated customers), minimising lapsing, as well as driving order growth and engagement among existing customers. This role is pivotal in the business to deliver crucial business KPIs (primarily retention, customer growth, and converting registered not shopped customers) while delivering on personalisation strategy to step change our customer experience.

Key Responsibilities

In summary: Develop and deliver on our lifecycle journeys to drive retention and active base growth. Manage a significant budget to drive customer retention through the early life journey. Leverage the various CRM channels (including print / direct mail) and tools to make an impact.

• Develop and execute on a comprehensive CRM retention and customer lifecycle strategy to maximise customer lifetime value. Optimise existing journeys, automate more journeys, drive strong retention of new and reactivated customers through direct impact in the CRM and print (direct mail) channel and influencing other teams (including the customer hub) to improve acquired customer quality
• Develop and own sampling and gifting initiatives for new customers. Develop the strategy for gifting initiatives in the nursery journey, working closely with the internal Buying teams, third parties and logistics to secure competitive rates, manage stock transfers, fulfilment / depletion rates while monitoring impact on retention
• Translate data & insights into a clear action roadmap to drive engagement and improve KPIs. Use data and customer segmentation to identify trends and opportunities for more personalised engagement. Embed a continuous test and learn mindset, and leverage tools and partners to support this
• Drive effective acquisition of registered not shopped customers. Convert more registered not shopped customers to try and love Ocado
• Grow the joint customer base with M&S. Lead on new activities and projects jointly with M&S to bring more M&S customers to Ocado and retain them longer term, including exploring new opportunities and channels to deliver this
• Expand and transform the Refer a Friend programme. Transform how we do Refer a Friend - to drive more acquisition and improve customer retention, and manage partnerships to do this (as required)
• Manage the budget for retention initiatives and drive KPIs. Manage the lifecycle CRM budget to ensure we deliver on our retention targets, while driving efficiencies and constantly improving ROI
• Trade and dual run comms as we migrate onto a new platform. Ensure we are replicating all journeys on the new platform as we transition more customers onto this. Constantly trading and monitoring performance, and pivoting as needed. Become the go-to on technical features for the new platform
• Establish key processes and best practices within retention. Automate processes where possible, find ways to drive efficiencies, continuously raise the bar with customer engagement, and trialling new ideas
• Line manage and develop 3-4 Senior Executives / Executives. Coach, develop, and day-to-day line management of a 3-4 person team

KPIs include: Customer acquisition (through converting registered not shopped customers, and M&S relationship), Customer reactivation, Retention rate (of new and reactivated customers), Customer base growth, Initiatives ROI and costs per order

Key skills

• Problem solver: Proactively identifying opportunities, structuring and finding new ways to solve problems. Ability to connect the dots across the business and how CRM / retention can impact this
• Customer-led: Always start with the customer and ensure every comms tell a consistent and impactful story to drive engagement
• Analytical and insight-led: Data-driven, comfortable with using data and insights to inform decisions and actions; willingness to get into the details
• Commercial: Commercially aware on the impact customer retention has on business outcomes
• Be an exceptional senior stakeholder managerand collaborative - able to influence and take people on a journey at all levels (especially when trade-offs are required), build collaborative and productive relationships across teams, especially with Sales, Creative, Operations
• A passion for achievement: strong integrity, test and learn, and proactive drive with a strong desire to make things happen and get things done quickly
• Be comfortable and flexible with growingin a fast-paced and constantly evolving environment (typical to retail and e-commerce) with a growth mindset

What We Need From You

• Minimum of 5-7 years experience in a CRM / Retention role, preferably in the e-commerce or online grocery sector
• Experience with Print preferred (but not necessary)
• Strong analytical skills with proficiency in data-driven decision-making
• Excellent verbal, written, and interpersonal skills
• Strong time management and organisational skills
• Strong commercial awareness
• Proactive, go-getter mindset, and willingness to roll your sleeves up and jump straight in

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 Groups 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

Recruitment Privacy Notice

Ocado Retail Limited will process and store your personal information in accordance with our Recruitment Privacy Notice. By submitting your CV/resume and application information, you confirm that you have read and understood this privacy notice.