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For Companies At a Glance
- Tasks: Lead customer reactivation strategies and optimise engagement through data-driven insights.
- Company: Join Ocado Retail, the UK's largest online supermarket with a vibrant team culture.
- Benefits: Enjoy hybrid working, competitive salary, health perks, and generous discounts.
- Why this job: Make a real impact on customer experiences while growing your career in a dynamic environment.
- Qualifications: Experience in CRM and a passion for customer-centric strategies are essential.
- Other info: Embrace innovation and collaboration in a supportive workplace that values your unique self.
The predicted salary is between 36000 - 60000 £ per year.
Contract Details
- 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, ocado.com. 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 Zoom by Ocado, 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
- 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.
- 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.
- 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.
- 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.
- Supporting the team with incentive(s) and creation of voucher communications to our customer base.
- Support the wider team with ideation on what a great customer journey looks like and helping to deliver this.
- Support the team on creating and implementing the test and learn plan, to help us further optimise communications.
Who You Are
- Strategic CRM experience: proven CRM experience working with customer lifecycles and reactivation techniques.
- 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.
- 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).
- 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.
- 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
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, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.
Senior CRM Executive – Reactivation in Hatfield employer: Ocado Retail
Contact Detail:
Ocado Retail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior CRM Executive – Reactivation in Hatfield
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Ocado Retail. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by understanding the company’s mission and values. Show us how your experience aligns with our goal of delivering joy in every shop. It’s all about making that connection!
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in CRM and customer reactivation can help us tackle churn. Keep it concise and impactful – we love a good story!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Senior CRM Executive – Reactivation 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 skills and experience. Share your passions and what makes you tick – that’s what sets you apart!
Tailor Your Application: Make sure to customise your application for the Senior CRM Executive role. Highlight your strategic CRM experience and how it aligns with our mission at Ocado Retail. Show us how you can contribute to churn prevention and reactivation!
Show Off Your Data Skills: Since this role is all about data-driven decision-making, don’t shy away from showcasing your analytical skills. Talk about your experience with customer segmentation and how you've used data to drive successful strategies in the past.
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 shows you’re keen on joining our team!
How to prepare for a job interview at Ocado Retail
✨Know Your CRM Inside Out
Make sure you brush up on your CRM knowledge, especially around customer lifecycles and reactivation techniques. Be ready to discuss specific strategies you've implemented in the past and how they led to successful outcomes.
✨Data is Your Best Friend
Since this role heavily relies on data-driven decision-making, come prepared with examples of how you've used data to inform your strategies. Think about customer churn diagnostics and how you've leveraged insights to create effective win-back strategies.
✨Show Off Your Collaborative Skills
This position requires strong stakeholder management abilities. Prepare to share experiences where you've successfully collaborated with different teams, like Insights or Finance, to achieve common goals. Highlight your communication skills and how they helped build productive relationships.
✨Be Proactive and Solution-Oriented
Demonstrate your proactive mindset by discussing times when you've taken the initiative to implement solutions or challenge the status quo. Show that you're not just a thinker but also a doer who can roll up their sleeves and get things done.
