Loyalty Lead

H&M Brand is on a journey to again become a truly customer focused company. In line with our Rewind and Fast Forward strategy, we want to achieve clear ownership, fuel our salesmanship, enable speed and build on our passion for the customer throughout the organization.

At H&M value our people are at the heart of everything we do, the best ideas evolve when great minds with different perspectives get together. We have a strong, value-driven culture characterized by believing in people, teamwork, and an entrepreneurial spirit. Here you can be yourself and develop. You’ll be part of an important transformation journey at H&M Group with significant opportunities to influence and make a difference. With the right mindset and ambition, you’ll find plenty of room to grow. We welcome your application regardless of gender, age, gender expressions, sexual orientation, disabilities, religious beliefs, origin, or background.

Are you ready to join?

Job Description

As Loyalty Lead, you will contribute to added customer value, a strengthened brand and increased selling by ensuring a strong customer insight driven Loyalty function in the Sales Market.

You will work towards aligned and cross-functional goals, taking part in driving omni sales performance and customer centricity in all parts of your work.

You will drive the Loyalty program and support sales linked activities in collaboration with the Sales team according to H&M values, standards, policies and procedures

You will also do day-to-day hands-on, executing the local Loyalty strategy while being the go-to person for teams within your Sales Market.

Your responsibilities will be but not limited to:

Drive loyalty engagement and support sales activities

• Align regional Loyalty strategy and tactics on local market & be part of commercial team in execution to meet defined KPIs, driving customer base growth and increased lifetime value
• Manage local rewards together with commercial team, drive engaging rewards (sustainability, music, events, external partner collaboration etc)
• Implement and follow up on the local activity plan to secure a strong customer offering towards members

People, Culture & Leadership

• Be POC for local functions, Customer Service and Store teams and support them with day-to day operations & issue resolution
• Build awareness, secure training and motivate staff and other functions around the loyalty program.
• Primarily collaborate and have a dialogue with the regional CRM & Loyalty Lead and, to some degree, with central functions (example IT, Global Loyalty team)

Collaboration With Global And Other Region Teams

• Take part in driving the Loyalty KPI FUP process and share learnings from activities
• Take part in meetings & discussions initiated by Regional team and HQ
• Support the implementation and continuous improvement of the Loyalty program by sharing local insights with regional CRM& Loyalty Responsible
• Work with the full sales market team to drive enhances customer activation cross channels, including collaboration with E-com commercial and Store commercial team

Qualifications

• University degree in Business, Economics or equivalent relevant education
• Commercial Mindset and Customer first-focus
• Strong, internal drive, results driven and willingness to learn and feed the organization with new insight
• Strong communication & leadership skills
• Analytical and insights driven (to drive through growth strategies)
• Experience from CRM and/or Loyalty Programs
• Experience working in an executional, 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 Marketing, Merchandising or Area teams
• Fluency in English and local language(s).
• Comfortable working in Excel
• Meriting with competence within digital/tech and Omni ways of working

Additional Information

Why H&M?

At H&M we believe it is possible to do what you love, find your space to create and room to grow. A place you can truly belong, be yourself and no limit to where it can take you! We offer you a strong company culture and an open environment where you are empowered, trusted and challenged to explore your own path and write your own story. At H&M we believe it is possible, because together we make it possible.

Want to know more about H&M and our culture? Visit www.career.hm.com/career

We can’t wait to hear from you!