H&M is looking for a Customer Engagement Lead (H&M Customer Activation & Marketing).
Key responsibilities include:
- Build on and extend global strategies and framework to drive customer group regional growth
- Drive the global strategies and plans and make them relevant for your customer group and the regional conditions (e.g., Brand, Customer, Commercial, Media, CRM, Member, Sustainability strategies and plans)
- Build a solid understanding of the customer groups in your region e.g., market penetration, perception of brand, media consumption, shopping experiences and assortment. Identify challenges, growth opportunities, competition - and suggest strategies and actions in region and to central functions to grow customer group
- Leverage global insight packages and work within your team to complete the picture with regional/local customer insight and research where there is need
- Create a thorough Customer action and communication plan to engage customer and brand growth
- Build an omni customer activation and communication plan per key customer group to be leveraged in commercial plans, cross touchpoints, in media channels and in Member program in the region and secure sales market alignment (Season plan to weekly plan)
- Work with all commercial marketing and sales teams in the region to anchor and realizing the plan and follow-up on results
- Be part of setting goals and follow up on results and test plans
- Together with other key stakeholders - Set, follow up and report on KPIs and objectives connected to customer group and key activities or sales periods. Secure customer group sales and profitability follow-up
- Help to optimize ROI Media performance for customer group
- Plan and drive the set-up of targeted messages test (key messages, content, media channels etc.) and follow-up on results
- Leverage customer centric reports and systems to follow up your customer group (Lifecycle and segmentation, Media channels and other report packages) and to identify future growth potential and consumer behavior shifts
Qualifications
- Education
- University degree in Economics, Marketing, Engineering or equivalent
- Skills
- Sales and marketing experience with a proven track record of creating customer centric results
- Having the ability to build strategies into detailed action plans to meet goals
- Knowledge of disciplines within analytics/reporting, marketing and communications
- Great pedagogical and inspirational communication skills
- Ability to build consensus and align stakeholders in other teams to drive end results
- high level of English
- Experience
- Previous experience from sales, e-commerce, digital marketing, CRM strategies & Customer insights
- Meriting with competence within omni ways of working