Senior CRM Executive - Tech & Ops

Contract type: Fixed Term Contract (18 months)

Location: Hatfield (Hybrid working - 3 days in the office)

Working hours per week: 40 hours

Level: Senior Executive

Application Closing Date: Friday 5th June

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, but 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 Senior Manager and Technical Manager, has responsibility for the day-to-day technical excellence of our platforms and integrations, as well as transforming our business and technical processes to improve efficiency within the team.

Our Senior Executive must have strong stakeholder management and communication, the ability to understand customer needs, and effectively use data and AI to elevate our capabilities in delivering exceptional customer experience.

What you’ll do

• Platform expertise and optimisation: supporting the Technical Manager as the authority on the CRM platform, leading the implementation of advanced features such as sophisticated contact strategies, AI-driven decisioning, and system integrations.

• Base health: responsible for ensuring our comms strategy is implemented with a net positive effect on the health of our customer base, ensuring good email deliverability and inbox placement.

• Process engineering: working closely with the wider CRM team to understand pain points in our processes and implementation of new processes and technologies to maximise efficiency in campaign-readiness and reduction in errors.

• Technical migration: support for the technical workstream for the CRM platform migration, ensuring a seamless transition that meets all specified business and data integration requirements.

• Technical upskilling and enablement: responsible for developing and executing a programme to elevate the technical proficiency of the wider CRM team, fostering a culture of data literacy and platform expertise.

Who you are

• Technical CRM experience: proven experience (3+ years) working within a CRM team; knowledge of technical architecture, best practices and data structures

• CRM Superuser: strong experience as a superuser of a CRM platform (Braze preferred, but any other major provider acceptable)

• Knowledge of SQL, HTML and CSS

• 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. 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. 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: 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, and if you require reasonable adjustments during the recruitment process, please let us know on the application form.