Senior eCommerce Transformation Executive - Hatfield / Remote
Full Job Description
We’re an exceptional and mighty bunch of colleagues who are inspired by our three awesome values: Always be curious, Bring your best self and Challenge what’s possible. We’re growing fast, and we’re looking for like-minded people to join us for the next step of this.
Role Summary
- Supporting the Sales and Transformation Lead and Transformation Manager in developing the transformation strategy for Ocado’s customer experience (such as loyalty).
- Representing the Customer team as a core consult and subject matter expert for cross-functional strategic transformation projects.
- Implementing workstreams within wider transformation projects, including working collaboratively with teams across Retail and Group, management of project plans, stakeholder management and risk mitigation.
- Building a roadmap of new commercial opportunities (such as implementing the usage of new technology or developing our loyalty strategy) from scoping to implementation, including independent development of realistic commercial evaluations within owned areas.
- Scoping, manipulating and interpreting detailed analysis, reporting and research to effectively track KPI performance, optimise onsite customer journeys, support identification of new opportunities and presentation of commercial proposals.
- Reviewing and testing features and functionality delivery, ensuring they meet the requested scope and their performance demonstrates that it aligns to both customer and commercial needs.
- Developing best practices, processes and guidelines to support transition of features and functionality to BAU teams.
- Producing business cases for and supporting prioritisation of testing new features and technology to develop a leading customer experience, working closely with Digital Development and Ocado Technology.
- Line management of a junior team member including their project performance, as appropriate.
- Experience in ecommerce, retail, FMCG or other growth businesses (minimum 2-3 years), ideally in a customer-centric and/or strategic function.
- Strong and regular user of Excel, Word and PowerPoint and application to business modelling.
- Minimum 2:1 degree from a good university
- Passion for food or e-commerce advantageous
- Planning & Organisation – Able to multitask, prioritise, create clear and realistic plans with strong attention to detail, and adapt in line with needs of the business and prioritising accordingly.
- Communication – Able to clearly communicate at all levels (both verbally and in writing) across the organisation and to our partners, recognising individual styles and adapting accordingly. Ensuring stakeholders are well informed.
- Problem solving – Able to identify and support in resolving complex issues that may arise, using data, insights and experience to determine the best solution. Considers the impact of decisions and recognises the need balances trade-offs between customer delight and commercial goals
- Data & Commercially driven – Bases decisions on solid rationale supported by data and insights.
- Results oriented – Proactive and focused on delivery of successful outcomes for the team and ORL. Bases decisions on solid rationale supported by data and insights, takes ownership of issues and decisions.
- Team working – Able to work cooperatively with a wide range of departments and specialists, tailoring the approach to effectively influence colleagues with other business priorities
- Customer focused – Displays inquisitiveness about customer motivations and human behaviour. Understands our customers, their behaviours and strives to deliver customer delight.
- Demonstrate Ocado Retail’s values
Our values
Here at Ocado we believe the way we conduct ourselves is just as important as the role we perform. We’re looking for fantastic individuals that live and breathe our values. The successful candidate will lead by example and will demonstrate our values and develop them within their team. Our values are:
- Always be curious
- Bring your best self
- Challenge what’s possible
What We Offer You
At Ocado, we value our employees and want to ensure you are rewarded for your contribution through competitive salaries and fantastic benefits.
- Hybrid working
- Free onsite parking and free shuttle service from Hatfield station
- Regular socials
- 26 Days Annual Leave plus bank holidays
- 15% Ocado discount and 20% Marks and Spencer discount
- Private Medical insurance
- Income Protection & Life Assurance
- Enhanced Pension Scheme (with 7% matching)
- Exciting company benefits through Reward Gateway
A little bit more about us
Our business is a joint venture between Ocado Group and M&S. It’s a successful combination of award-winning customer service and unrivalled customer data; world-leading technology and logistics from Ocado Group, and unrivalled product development from M&S.
Equal Opportunity Employer
Ocado Retail Ltd is an equal opportunities employer and as such makes every effort to ensure that all potential employers are treated fairly and equally, regardless of their sex, sexual orientation, marital status
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