Customer Loyalty Executive

Team: Customer Experience

Ref.: VN1123

Type: Fixed Term

Location: Hatfield

Customer Loyalty Executive (12 Month FTC)

Contract type: Fixed Term Contract (l2 Month FTC)

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

Working hours per week:40 hours

Level:Associate

Application Closing Date:Friday 14th November 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, Not only is 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 Customer Experience team looks after CRM, retention, loyalty & propositions, and trade marketing, as well as leading the relationship with M&S on joint acquisition and Sparks. We're responsible for growing and retaining the customer base and share of wallet; and increasing services adoption across Smart Pass (our delivery pass), App, and Reserved – which drives frequency and stickiness.

It's been a fantastic journey over the last 12-18 months as we – together with many other teams – delivered on perfect execution and shifted the dial on many metrics, helping deliver on double digit order and volume growth. We also grew our Smart Pass base significantly and we are continuing to Challenge What's Possible to raise the bar going forward, with Loyalty being a key driver in our plan.

Loyalty is a big bet for driving growth in our next five years and we need to start mobilising now. The Customer Loyalty team is responsible for step-changing our loyalty strategy, leveraging our incredible data and getting a deeper understanding of our customers to help raise the bar on customer experience. Supported by the Senior Customer Loyalty Manager, this role will lead the growth and adoption of our existing loyalty propositions (Smart Pass, App, Reserved). The Executive will also play a crucial role in bringing our vision of the "Future of Smart Pass" to life.

What You'll Do

Manage and optimise the recruitment and growth strategy for loyalty-building propositions (Smart Pass, App, Reserved)

• Manage the day-to-day operations of the propositions including, but not restricted to: setting up of Smart Pass trials, problem-solving to resolve customer queries from the Customer Hub, setting up of vouchers, managing price changes, and managing Smart Pass benefits
• Report and own performance KPIs of the propositions and recruitment campaigns,from membership numbers, sign up, and cancellation rate, to email open rate and sign up rate. Be responsible for trading these, week in week out, working with the Senior Manager to recommend actions to improve and optimise.
• Own the comms calendar for recruitment and retention of customers on propositions. Collaborate with stakeholders, including EAT Creative team, CRM team and Trade Marketing, to oversee end-to-end delivery within the timelines, ensuring that messaging is cohesive, customer centric, relevant and drives best in class customer experience.
• Proactively identify opportunities to refine the product's positioning, messaging and value proposition, to drive sign up and penetration, by reviewing current recruitment and retention activities across the customer lifecycle and segments, as well as conducting market research to constantly challenge what's possible
• Build a test and learn programme and partner with the Customer Insight team to execute. Use self-serve Tableau reports where available to perform analysis, and write clear briefs to the Insight team where analyst support is needed.
• Support the Senior Manager with future trials and launch of new product propositions and schemes (TBC)
• Over time, as some of the propositions develop and expand (e.g. in Smart Pass), the day to day management of the benefits may also evolve within the role (e.g. Samples, Star Reviewers, Partnership rewards).

Evolve and execute our Data playback campaign strategy based on key business objectives

• Work with the Senior Manager to evolve the Data Playback strategy, taking into account the business objectives of the campaign, and what benefits it brings to our customers.
• Challenge what's possible in terms of execution and how we better engage customers across channels.
• Devise innovative and exciting data points that meet these objectives and partner with the Insights team to generate the relevant outputs
• Project manage the execution across teams including CRM, EAT Creative and an external agency, ensuring the result is customer-centric and meets the objectives.

Who You Are

• Problem-solving: Ability to deep-dive into complex issues in order to overcome obstacles and resolve issues.
• Presentation skills: Share insights, updates, and frame problems or ideas in a clear and concise way to drive maximum engagement with stakeholders.
• End to end campaign management and application of innovative thinking to brief writing.
• Data and Insights-driven: Ability to use data and insights to develop the strategy, prioritise initiatives, and for test and learn targeting.
• Collaborative: Ability to work with key stakeholders and across various teams on multiple projects.
• Ability to critique communications/creative work and collate feedback for relevant stakeholders.
• Willingness and ability to leverage AI tools in all aspects of the role especially to aid in problem-solving, research, and saving time with complex or repetitive tasks.
• A can-do attitude and a growth mindset.
• Initiative to work and drive projects forward (with some/minimal support).
• Proficiency with numbers, analysis, understanding data and insights.
• Excellent verbal, written, and interpersonal skills.

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: 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. That 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 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.