Global Loyalty & CRM Manager to H&M

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.