Loyalty Lead

Join to apply for the Loyalty Lead role at Ocado Retail

Contract type: Permanent
Location: Hatfield (Hybrid working – 3 days in the office)
Working hours per week: 40 hours
Level: Lead
Final date to receive applications: Monday 5th January 2026

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.

We are looking for a highly motivated and strategic Loyalty Lead to join our team and play a pivotal role in shaping the future of our loyalty program and propositions, with the goal of driving more lifetime value and delivering a brilliant experience to customers. This is a unique and exciting opportunity to lead the development of a new loyalty proposition, mobilise relevant teams to address key strategic questions, and drive growth and adoption to our existing loyalty‑building propositions.

This will be a high impact role with senior stakeholder engagement, reporting into the Growth & Customer Lifecycle Director. The ideal candidate will be adept at balancing high‑level strategy with hands‑on execution, leveraging insights to inform key decisions, ensuring a seamless and effective programme launch and ongoing management.

There are two key areas of the role:
1) Sparks Loyalty; and
2) Loyalty‑building propositions (e.g. Smart Pass, App, Reserved, App); with line management responsibilities (team of
3) and delivering through others across Ocado Retail and M&S teams.

• Develop and own the overall Sparks x Ocado strategy – Define the long‑term vision, strategy and roadmap for the Sparks programme. Frame key strategic questions to solve, create a comprehensive strategy and business case, defining the objectives, economics and funding model.
• Build the proposition and run trials – Work in conjunction with the M&S Sparks team to design a multi‑phased loyalty proposition, defining the right rewards and benefits, identifying data, legal and tech requirements, and developing trial plans to build on key learnings.
• Develop and align KPIs to measure success – Define the key success factors, KPIs and work Insights to build reporting dashboards to monitor performance.
• Own the ongoing management, execution and optimisation of the programme – Run and optimise the programme, leveraging data and insights to continuously improve and optimise the offers and rewards; oversee the execution of key loyalty mechanics (e.g. voucher set‑up, offer testing, campaign deployment), and identify new opportunities to test and learn – supported by Loyalty Manager.
• Define the funding and budget requirements – agree principles for funding between Ocado and M&S, identify pockets of funding within Ocado and manage key stakeholders.
• Mobilise and project manage to deliver a successful launch – Create the drumbeat, ways of working, and processes to engage key senior stakeholders and mobilise cross‑functional teams, proactively identifying roadblocks and solving these and ensure timely delivery – supported by Loyalty Manager.
• Oversee technical Implementation:
  Scope out data and tech requirements (in collaboration with M&S and Tech / Product teams), and mobilise teams to implement any necessary tech integrations, data sharing solutions, and manage clean room processes.

• Input:
  Sparks x Ocado joint customers, Sparks adoption rate (TBC), # / % acquisition from Sparks to Ocado, mission / offer engagement & redemption rate
• Output:
  Impact on joint customer CLV (frequency and basket), Incremental revenue from Sparks acquisition, Sparks acquisition / joint customer retention rate

• Lead the go‑to‑market strategy for loyalty‑building propositions (Smart Pass, App, Reserved,…