Job Description
WHAT YOU’LL DO
As our Global Loyalty & CRM Manager at H&M, you will lead a dynamic team of Loyalty Business Experts, Email and Push Specialist, and a micro CRM team. This role is pivotal in driving customer loyalty and engagement through strategic CRM initiatives. You will be responsible for setting a clear loyalty strategy, ensuring data-driven decision-making, and fostering a unified view of a profitable customer.
- Develop and implement a global loyalty strategy with clear milestones for different relationship phases. Define ROI KPIs for both paid and owned channels, and set customer goals, including new customer acquisition and lifecycle management.
- Lead a team of 16, including Loyalty Business Experts, Email and Push Specialist, and a CRM team. Ensure clear roles, responsibilities, and quarterly goals for team members, and foster personal and professional growth within the team.
- Utilize customer data to drive educated decision-making and understand trends. Develop a clear customer data strategy supporting segmentation and product categories, and collaborate with the Future Commerce team to ensure a robust tech foundation.
- Work with the full Marketing Department to ensure strong and inspirational communication. Collaborate with Sales to develop clear onboarding and trigger strategies, and ensure regional execution excellence with clear cost control and alignment with brand identity.
- Set the technical roadmap in collaboration with the value stream to ensure future-proof solutions. Maintain cost control over the loyalty program.
- Create clear consumer journeys to maximize organic traffic and sales. Ensure data is used to fuel the relevance program and support profitability goals.
WHO YOU ARE
We are looking for people with:
- Proven experience in running a global loyalty program and CRM department.
- Strong digital and technical savvy.
- Extensive marketing experience.
- Excellent leadership and team management skills.
- Strong analytical and data-driven decision-making abilities.
- Ability to develop and execute strategic plans.
- Excellent communication and collaboration skills.
Personal Attributes
- Visionary leader with the ability to inspire and motivate a team.
- Strategic thinker with a focus on customer-centric solutions.
- Detail-oriented with strong organizational skills.
- Adaptable and able to thrive in a fast-paced environment.
WHO WE ARE
H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.
We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future.
WHY YOU’LL LOVE WORKING HERE
At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe.
- 25% Staff discount on all our H&M Group brands, both in stores and online (H&M, COS, Weekday, Monki, H&M HOME, & Other Stories and ARKET).
- H&M Incentive Program – HIP. Learn more about the program here.
JOIN US
Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.
Take the next step in your career together with us. The journey starts here.
We are committed to a recruitment process that is fair, equitable, and based on competency. We therefore kindly ask you to not attach a cover letter in your application. The last day to submitt your CV is 14th of february.
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What We Do
Founded in 1947, H&M Group is a global design company with ~4,702 stores in 76 markets and 56 online markets. At H&M Group, we believe in making great design available to everyone. It’s essential in everything we do. Our family of brands and business ventures offer customers around the world a wealth of fashion, beauty, accessories and homeware, as well as modern menus with fresh and local produce at some of the brands’ in-store eateries. But design is so much more than just products; it’s about clever design processes, efficient product flows, creating experiences that enrich, and smart solutions that benefit all our customers. Sustainability is always at the core of our business. Not only because we like to do what’s right — but it’s also beneficial for our business. We will continue to push for change and lead the way towards a more inclusive and sustainable fashion future. Do you want to join us? We will trust you with great responsibility right from the start, reward a passionate mindset and encourage an entrepreneurial spirit. When you start a career with H&M Group, there’s no limit to where it can take you. H&M Group's Moderation Policy: Welcome to H&M Group’s official LinkedIn page. Ask questions, exchange ideas and meet members and employees from all over the world. This page is moderated daily and we always do our best to answer each one of you in a timely manner. Please remember to keep a friendly tone and in line with LinkedIn’s legal terms at https://www.linkedin.com/legal/user-agreement Comments and posts that contain foul language, are off-topic or unnecessarily rude will be deleted. We also encourage you to report any inappropriate content. We use an external tool to handle the comments on our page, so please note that your comments can be stored. For questions, please contact our team at [email protected].
