M&S Customer Partnership Manager

Hatfield, England, United Kingdom

7/18/2025

Contract type: Permanent

Location: Hatfield

Working hours per week: 40 hours

Level: Manager

Application closing date: 1st August 2025

About Us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivaled 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, but 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 bring in a M&S Customer Partnership Manager to join the ORL Customer Experience team to help expand and deliver joint acquisition initiatives, explore opportunities with Sparks partnerships, manage joint marketing initiatives on the M&S side, and identify new and exciting opportunities to drive value for both M&S and Ocado.

This role will be split between M&S and Ocado Retail, with the expectation for the person to spend 3 days primarily in the Hatfield office at Ocado, with occasional visits to the M&S office in London. In addition, the role will focus on delivering key Ocado initiatives depending on their experiences, which could include refer a friend and helping develop and launch other new Ocado initiatives.

What You’ll Do

• Grow the joint customer base with M&S. Lead on new activities and projects jointly with M&S to bring more M&S customers to Ocado and retain them longer term, including exploring new opportunities and channels to deliver this
• Develop the joint growth / acquisition strategy and expand opportunities to drive value. Create the overall strategy, identify new channels, target segments and missions to ultimately deliver more value for both M&S and Ocado, while continually optimising existing campaigns to maximise performance (e.g. CRM, M&S Bank, Direct Mail); Be ready to roll your sleeves up to execute and mobilise teams as required.
• Proactively identify new opportunities to collaborate with M&S. Work collaboratively with M&S and Ocado counterparts to identify new and innovative opportunities to drive more joint value, deliver a better omni-channel experience, and grow both brands. Be responsible for launching these and help join the dots between M&S and Ocado (e.g. this could involve more data sharing, more aligned digital experiences, content sharing etc.)
• Measure and report on key activities and recommend areas to improve. Continuously monitor campaign and channel performance (including acquisition, cost per acquisition, retention rates, first order value etc.), diagnose and recommend areas to improve.
• Manage the CACI / third party relationship. Work closely with CACI (third party data provider) to refine our targeting and measure key performance indicators.
• Be the go-to on M&S marketing plans and coordinate joint marketing opportunities with Ocado (primarily on M&S side). Work closely with relevant stakeholders and teams at both M&S and Ocado to manage broader joint marketing opportunities, to ensure consistency and increase visibility, e.g. brief on-site banners, coordinate inclusion of M&S recipes on Ocado (i.e. cooking with the stars)
• Work closely with the Loyalty Senior Manager to help define and explore opportunities with Sparks partnership. Help define new opportunities and prioritised initiatives with Sparks; once defined, be responsible for delivering and managing these, including setting up what we measure, how we define success, how we continually optimise and roll these out / expand going forward
  
  

Other Ocado related projects, depending on experience and expertise, which can evolve over time:

• Expand and transform the Refer a Friend programme. Transform and execute how we do Refer a Friend – to drive more acquisition and improve customer retention, source and manage third party partnerships to do this (as required)
• Help manage, develop and create marketing launch plans for new initiatives, including for example same day trials to drive more convenience offering, new delivery pass options (where relevant)
• Potential opportunities to be involved in and/or support on other relevant projects within the broader Customer team at Ocado.
  
  

Who You Are

Skills:

• Strategic problem solver: Proactively identifying opportunities, structuring and finding new ways to solve problems. Ability to connect the dots across M&S and Ocado
• Analytical and insight-driven: Data-driven, be comfortable with data and insights, can transform analysis output into impactful insights to inform decisions
• Collaborative: Build collaborative relationships across cross-functional teams between Ocado and M&S, and within each business
• Action and results-focused: Have a strong bias to action, and execute to consistently deliver great results
• Organised: Comfortable creating project plans and ensure campaigns and deliverables are on-time and accurate
• Strong communicator and stakeholder manager: Be a good communicator (both verbal and written) to help bring people on the journey (at all levels), and make sure the results and recommendations are clearly conveyed
• A passion for achievement: strong integrity, test and learn, and proactive drive with a strong desire to make things happen and get things done quickly
• Be comfortable and flexible with growing in a fast-paced and constantly evolving environment (typical to retail and e-commerce) with a growth mindset
  
  

Experience:

• CRM, partnerships, or marketing experience preferred, and ideally in an e-commerce or grocery sector
• Experience with Print preferred (but not necessary)
• Excellent verbal, written (presentations), and interpersonal skills, with experience in managing mid to senior stakeholders
• Strong analytical skills, insight-driven and good commercial awareness
• Strong time management, process and organisational skills
• Proactive, go-getter mindset, and willingness to get things done quickly
• Willingness to be hands on and execute, as well as have a strategic mindset
  
  

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 the 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: Blended/Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy an extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.

Our Hiring Process

Lucky for us, we get loads of great applications and we really appreciate 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.