Senior CRM Manager

Contract type: Permanent Location: Hatfield (Hybrid working – 3 days in the office) Working hours per week: 40 hours Level: Senior Application Closing Date: Tuesday 9th December 2025 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 We are looking to hire a Senior CRM Manager to join the Customer Experience team. As an online retailer, CRM is a key channel at Ocado and is key to reactivating customers, driving customer retention and 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 while delivering on personalisation strategy to step change our customer experience. What You'll Do You will be owning our technical roadmap for CRM, working closely with the Head of CRM and wider team to help deliver our transformation across technology, people and processes. Develop our CRM roadmap for technology. The strategic point person for our transformational change, managing our CRM migration from RFP through to hypercare, ensuring implementation is as effective as possible Ownership of CRM contact strategy. Creation of a strong framework for customer communications, that balances our commercial needs with customers wants and needs, working closely with the wider team to ensure it is optimised. Manage relationships with our internal and third party partners. Work closely with our partners to ensure our platforming is working for us; this includes alignment of roadmaps, upskilling the wider team on use cases, project planning and working with the CRM Manager Specialist on incident management. Establish key processes and best practices within CRM and retention. Automate processes where possible, find ways to drive efficiencies, and continuously raise the bar with every comms sent to customers Ensure our deliverability and inbox placement are best-in-class. Work with our partners to collaborate on channel best practices. Reporting Champion. Work closely with the Insights team and wider CRM team to establish best practices in the way in which we report on the effectiveness of our campaigns. KPIs include: Order frequency, Customer acquisition, Customer reactivation, Lapsed rate, Retention rate, Customer growth, Email revenue / sales, Email performance (open rate, click through rate, unsubs), and other trade-driving KPIs Who You Are Strategic CRM Leadership: Proven experience in a CRM leadership role, ideally with line management experience (or willingness to do this in the future) with a strong understanding of technical CRM architecture, channel strategy, and data governance. 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. Technical & Architectural Aptitude: Strong technical aptitude, including experience with multi-platform migration, technical architecture, and the ability to leverage technology to enhance end-user experience. Change Management & Adaptability: Experience leading and driving change across people, processes, and technology, ensuring teams are brought along the journey. Must be flexible and comfortable growing in a fast-paced, constantly evolving retail/e-commerce environment. 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 (IT, Transformation, 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. 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: 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.