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Senior Customer Experience Manager
2 months ago
We are seeking a highly skilled and experienced Senior Customer Experience Manager to join our team at Ocado Retail Ltd. As a key member of our Customer Excellence team, you will play a pivotal role in ensuring the delivery of exceptional customer experiences across our online retail platform.
Key Responsibilities- Collaborate closely with cross-functional teams, including Trading, Customer Performance, and Brand Marketing, to drive customer-centric initiatives and improve sales performance.
- Develop and implement short-term demand planning and forecasting strategies to ensure slot availability and optimize marketing spend.
- Monitor and analyze customer sales forecasts, identifying trends and areas for improvement, and providing insights to inform business decisions.
- Work with stakeholders to ensure key marketing channels are meeting assigned targets and delivering desired customer outcomes.
- Lead the development and execution of project plans for upcoming trading periods and seasonal moments, such as Christmas trading.
- Coordinate the transformation of Ocado delivery propositions, managing project plans, stakeholder engagement, and risk mitigation.
- Scope, manipulate, and interpret detailed analysis, reporting, and research to track sales KPI performance and present proposed actions to drive business growth.
- Provide line management support to junior team members, including training and development programs.
- Minimum 2 years of experience in ecommerce, retail, FMCG, or other growth businesses, ideally in a customer-centric and/or strategic function.
- Strong analytical thinking skills, with a high level of numeracy and proficiency in Excel, Word, and PowerPoint.
- Ability to consider customer motivations and human behavior, balancing customer experience with commercial goals.
- Proactive self-starter with strong attention to detail, able to multitask, prioritize, and create clear plans.
- Confident communicator, ensuring stakeholders are updated and engaged throughout the project lifecycle.
- Collaborative team player, willing to get stuck in and help out whenever needed.
As a Senior Customer Experience Manager at Ocado Retail Ltd, you will have the opportunity to work with an amazing team, driving business growth and delivering exceptional customer experiences. You will also enjoy a range of benefits, including:
- Private medical insurance with option to add family members.
- Digital GP appointments and market-leading family policies.
- Mental health support and discounted gym memberships.
- Annual bonus scheme, recognition with reward platform, and up to 7% matched pension contributions.
- 15% Ocado discount, 20% M&S discount, free breakfast, and electric vehicle leasing scheme.
- Blended/Hybrid working, 26 days holiday plus 8 flexible bank holidays, and options to buy extra holiday.
