Social Media & Customer Hub Team Manager
Contract type: Permanent
Location: Sunderland (on-site)
Working hours per week: 40 hours (Rotational 5 days out of 7 days)
Level: Manager
Application closing date: (23/01/2025)
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 ocado.com. 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 Zoom by Ocado, our same-day grocery delivery service.
About the team and the role
Are you ready to join a team that thrives on creativity, laughs at mundane, and loves delighting customers? At Ocado Retail we’re not just a brand—we’re a community! We’re on the hunt for someone to be the voice of our brand, a cheerleader for our customers, and a maestro for our social and service squad.
As the Social Media & Customer Service Team Manager, you’ll wear many hats (metaphorically, unless you’re into hats—then go wild). You’ll lead a team of savvy social gurus and customer champions to drive brand love for Ocado and keep our community engaged and happy. Your mission: help dazzle, solve customer issues with flair, and keep the squad running like a dream. The team plays a vital part in the success and reputation of the company across these channels.
At Ocado Retail, collaboration isn’t just a buzzword—it’s our secret sauce! As a Social Media and Customer Hub Team Manager, you’ll work hand-in-hand with every department, including marketing, social media and PR teams, helping respond to viral content and wow both current and future customers. Whether you’re brainstorming with your team or peers, working with others to keep your crew happy and thriving, you’ll be the glue that connects ideas, people, and goals.
Let’s build something amazing—together! Got ideas? Let’s hear them. Need support? You’ve got a squad and an even wider network to help. At Ocado Retail, collaboration isn’t just encouraged—it’s how we win.
What you’ll do
- Customer Whisperer: Oversee customer interactions via social channels, ensuring every interaction leaves customers smiling and reflects Ocado’s tone of voice and brand personality.
- Team Dynamo: Lead, inspire, and mentor team of social media and customer service advisors.
- Data Detective: Track and analyse key metrics to keep our content popping and customer experience flawless.
- Problem Solver Extraordinaire: Handle escalations and transform tricky situations into delightful resolutions.
- Brand Ambassador: Be the face (and voice) of Ocado Retail online—showcasing our values, personality, and passion.
Who you are
Essential
- Experience in managing, leading, motivating and inspiring a team of social media/customer service agents, with multi channel Contact Centre experience.
- Experience in social media platforms and tools, including X (formerly Twitter), Facebook, Instagram, WhatsApp.
- Experience with managing responses on Trustpilot, Apple app store and Google Play reviews.
- Customer focused problem solver and decision maker.
- Flexible and able to respond quickly to changing business needs.
- Excellent communication, numeracy and literacy skills.
- Excellent organisation skills, self motivated and able to work under pressure.
Desirable
- Familiarity with creating PDP’s objectives/KPI’s.
- Familiarity with customer relationship management (CRM) systems, social media management tools, or similar platforms.
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.
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.