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For Companies At a Glance
- Tasks: Lead CRM strategies and enhance customer experiences using data and AI.
- Company: Join Ocado Retail, the UK's largest online supermarket with a mission to innovate.
- Benefits: Enjoy hybrid working, private medical insurance, discounts, and 26 days holiday.
- Other info: Access to our AI Academy for future-ready skills and career growth.
- Why this job: Be part of a dynamic team transforming online retail with cutting-edge technology.
- Qualifications: 5+ years in CRM, strong analytical skills, and a proactive mindset.
The predicted salary is between 40000 - 50000 £ per year.
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.
- 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.
CRM Manager (12 month FTC) in Hatfield employer: Ocado Retail
Contact Detail:
Ocado Retail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager (12 month FTC) in Hatfield
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ocado Retail on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Ocado's recent campaigns and their use of AI in CRM. Show us that you’re not just another candidate but someone who’s genuinely interested in what we do.
✨Tip Number 3
Practice makes perfect! Get a mate to do mock interviews with you. Focus on articulating your experience in CRM and how it aligns with our mission to deliver joy through exceptional customer experiences.
✨Tip Number 4
Don’t forget to follow up! After your interview, shoot a quick thank-you email to your interviewer. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace CRM Manager (12 month FTC) in Hatfield
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to know who you are beyond your CV. Share your experiences and passions that make you a great fit for the CRM Manager role.
Tailor Your Application: Make sure to customise your application to highlight how your skills align with our mission at Ocado Retail. Focus on your strategic CRM experience and how it can help us deliver exceptional customer experiences.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of your achievements in previous roles. We love to see how you've driven results and made an impact, especially in customer value optimisation and campaign leadership.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Ocado Retail
✨Know Your CRM Stuff
Make sure you brush up on your CRM knowledge before the interview. Understand the latest trends in customer relationship management, especially how data and AI can enhance customer experiences. Be ready to discuss specific strategies you've implemented in the past.
✨Showcase Your Strategic Mindset
Prepare examples that highlight your strategic planning skills. Think about times when you’ve re-engineered processes or developed new initiatives. Be ready to explain how these strategies aligned with business objectives and improved customer engagement.
✨Demonstrate Collaboration Skills
Since this role involves working closely with various teams, be prepared to talk about your experience in stakeholder management. Share stories that illustrate how you’ve built productive relationships and collaborated effectively to achieve common goals.
✨Bring Data-Driven Insights
Familiarise yourself with key metrics related to customer value optimisation. Be ready to discuss how you’ve used data to drive decisions and improve campaign performance. Highlight any specific tools or methodologies you’ve used to analyse customer behaviour.