H&M is looking for a Customer Insight & Engagement Manager.
Key responsibilities include:
Lead your team of different types of CRM
Create conditions to enable strong performance, collaboration and deliverables of the full team
As a part of the regional Omni Sales Team you will be co-leading in setting new standards and way of working
Understand and drive the global strategies, plans and frameworks and make them relevant to regional conditions
Drive Customer and Brand target goals process with team
Support teams in strategic projects and decisions with analysis, insights and recommendations
Build a solid understanding of the customer groups in the region e.g., market penetration, perception of brand, shopping experiences and assortment. Identify challenges, growth opportunities, competition - and suggest strategies and actions in region and to central functions to grow
With team and commercial stakeholders in region - build an omni growth customer activation and communication plan per key customer group to be leveraged in commercial plans, cross touchpoints, in media channels and in Member program
Leverage global insight packages and be proactive in building the regional/local customer insight and research where there is a local need for deeper customer understanding
Drive initiatives to improve ways of working, processes, tools and efficiency cross teams in region and sales markets connected to customer insights, test and learn, customer centricity
With team – actively drive customer experience improvements in the region cross touchpoints
Leverage customer centric follow-up reports and systems usage in own team and cross-region such as Customer & Loyalty reports, Chattermill, NPS/CX tools, Brand Tracker etc.
Qualifications:
Marketing or Economics degree, Project Management certified or equivalent
More than 5 years’ experience from similar managing roles
An experienced customer insights and commercial manager that has a proven track record of creating customer centric results, positive brand preference & customer base movements
Analytical and ability to build strategies and action plans to meet goals
Knowledge of disciplines within customer research, data analytics/reporting, marketing and communications
Great pedagogical and inspirational communication skills
Meriting with competence within digital/tech and omni ways of working
Great ability to build a high performing team of highly skilled specialists with collaborative spirit
Ability to lead and align stakeholders in other teams to drive end results
Customer-centric, creative approach and ability to deliver omni channel solutions
Capacity to manage multiple projects and deliverables simultaneously, experience from project leading
Excellent communication skills, including fluent written and spoken English
Knowledge of setting and following up KPI’s and budgets to demonstrate return of investment.