H&M is searching for a CRM & Loyalty Lead (H&M Customer Activation & Marketing).
Key responsibilities include:
- Build or/and maintain a strong customer insight driven loyalty function
- Drive the omni customer acquisition and retention strategy together with CA& Commercial leads
- Drive the regional strategy for growing Member engagement and retention - using the global Loyalty and CRM strategy as a base, ensuring customer base growth and increased lifetime value
- Develop perspective as input to goal setting process
- Work cross functionally, aiming to meet and exceed customer expectations to ensure long-term growth
- Activate selling and support activities
- Drive the regional reward strategy incl. benefits, services & collaboration with external partners
- Initiate and support regional tactical activities according to sales situation and long-term customer growth
- Drive loyalty activation & communication within global campaigns and for regional tactical needs
- People, Culture& Leadership
- Communicate company and regional goals, information and expectations within region/SM
- Coordinate and support Sales Markets in executing planned activations to meet defined KPIs
- Secure knowledge & training, supporting the implementation of new features & functionality
- Collaboration with global and other region teams
- Be the regional point of contact for Global Loyalty team and take part in meetings/discussions initiated by HQ
- Drive the Loyalty KPI FUP process and share learnings from a regional perspective
- Support the continuous improvement of Loyalty efforts by sharing regional insights with Business Tech and Global Loyalty team
- Work with the full sales market team to drive enhances customer activation cross channels, including collaboration with E-com commercial and Store commercial
Qualifications:
- Education
- University degree in Business, Economics, Engineering or equivalent relevant education
- Skills
- Commercial Mindsetand Customer first-focus
- Analytical and insights driven (to drive through growth strategies)
- Strong communication & negotiation skills – comfortable presenting to stakeholders at various organizational levels
- Project lead capabilities
- Strong, internal drive, result driven and willingness to learn and feed the organization with new insights
- Experience
- Experience from CRM and/or Loyalty Programs
- Experience working in a strategic, cross functional role collaborating with multiple teams in different geographies
- A similar scope of responsibilities in previous jobs at a well-structured fashion retail/other retail environment or with a good H&M professional record around CRM, Marketing, Merchandising or Controlling
- Fluency in English
- Knowledge of analytics software (e.g. Tableau, Power BI) is meriting
- Meriting with competence within digital/tech and omni ways of working