Senior Customer Excellence Executive

6 days ago

Hatfield, United Kingdom Ocado Retail Ltd Full time
Vacancy NameSenior Customer Excellence ExecutiveVacancy NoVN582Job TypePermanentLocationHatfieldJob Details

Senior Customer Excellence Executive

Contract type:

Permanent

Location:

(Blended working - 3 days in the office)

Working hours per week:

40 hours

Level:

Senior

Application closing date:

23/08/2024

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 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 , our same-day grocery delivery service.

About the team and the role

At Ocado Retail, Senior Customer Excellence Executive and wider Customer Excellence team are responsible for ensuring the Business delivers on its growth ambitions, in terms of volume of customer orders, whilst in consideration of our customer’s needs, ensuring we continue to delight them with our service.

The role requires self-management and delivery across multiple projects and workstreams, as this individual coordinates Trading activities across multiple business functions and departments, analysing performance and helping to prepare commercial recommendations designed to accelerate growth by means of improving our customer experience.

As the fastest growing retailer in the UK grocery market, this role represents an opportunity for an ambitious individual to play a pivotal role in the Business’ continued growth.

What you’ll do

Close collaboration and coordination with Ocado Retail and Ocado Logistics colleagues with a focus on short-term demand planning and forecasting, ensuring slot availability for customers and efficiency of our Marketing spend. Monitor and contribute to short-term customer sales forecasts (orders, basket size), in collaboration with analysts, considering customer behaviour and influential internal and external factors. Working with teams across Customer (Performance and Brand Marketing, Merchandising) and Trading, as well as colleagues across Ocado Retail, to ensure key Marketing channels are meeting assigned targets in terms of customer orders. Creating and delivering on project plans for upcoming trading periods and seasonal moments, for example Christmas trading. Coordinating the transformation of Ocado delivery propositions across key stakeholders including management of project plans, stakeholder management and risk mitigation. Scoping, manipulating and interpreting detailed analysis, reporting and research to effectively track sales KPI performance vs targets and present proposed actions, and support identification of new opportunities. Line management responsibility of junior team members, including preparing training materials and induction programmes.

Who you are

Experience in ecommerce, retail, FMCG or other growth businesses (minimum 2 years), ideally in a customer-centric and/or strategic function. Strong and regular user of Excel, Word and PowerPoint Highly numerate with strong analytical thinking skills. Inquisitive about customer motivations and human behaviour, able to consider the trade-offs between customer experience and commercial goals. A proactive self-starter, able to multitask, prioritise, and create clear and realistic plans with strong attention to detail, and adapt in line with needs of the business. A confident communicator (both verbally and in writing), ensuring stakeholders are updated A collaborative team player, willing to get stuck in and help out whenever needed.

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 everyday in the office, electric vehicle leasing scheme and free shuttle bus from Hatfield station to the office.

Never miss the moments that matter: Blended/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 get loads of great applications and are stoked that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process - one of our Talent Partners will talk you through this in an initial call.

Everyone’s welcome

We’re an equal opportunities employer. That means that we make sure all potential colleagues are treated fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.

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