Business Expert to H&M Store Experience & Commercial

Company Description


Do you want to join H&M on a journey, defining the way we create a seamless omni customer experience? If you have a genuine passion for growing business and see yourself in a role contributing to added customer value, a strong brand and digital growth – join us and take part in setting how we work to deliver an outstanding omni offer for our customers.
Customer Experience & Sales (CX & Sales) is a newly established global cross-functional and customer-centric function within the H&M Brand focusing on delivering an outstanding customer experience. CX & Sales has a key role in enabling us to reach our brand direction, to become the leading destination for style, creativity and culture. As Business Expert in H&M Customer Experience & Sales, you will be right at the center of this shift towards a truly customer-centric organisation.


Job Description


As Business Expert in store formats, you will be responsible for implementation and incremental development for a defined part of H&M store portfolio; Enabling growth through continuously improvements of the store format portfolio solving issues and improving the customer and colleague experience. Below will be your key responsibilities:
• Analyse business and customer needs to identify actionable insights by applying deep expertise in the area
• Initiate relevant projects connected with customer and brand experience improvement for defined part of the portfolio and/or specific projects
• Drive continuous development and improvement within store formats to solve and enhance the customer experience and commercial results
• Develop and improves methods, tools, and way of working etc. to maximize customer value
• Have overall responsibility for implementation of developed strategies, methods, tools and best practices addressing customer and brand experience elevation in defined part of the portfolio
• Develop and introduce playbooks to guide optimization and implementation of the store format portfolio in regions.
• Collaborate with regions and functions enabling portfolio development strategies, support in development, improvement and simplification of relevant processes


Qualifications


We are an organisation built on collaboration. We embrace the totality and work towards a common direction and shared objectives, learning and adjusting along the way. We win as a team, focusing on our contribution to the whole. Everything we do, we do with the customer in mind, and we use data and customer insights in our decision-making. We believe that by having a clear direction to where we are going, we can all lead the way. At CX & Sales, we dare to choose, and we dare to be bold – think big, start small and just do it. We believe you thrive in this environment and want to join our journey ahead.
In addition, to be successful in the role we believe you have:
• Relevant experience in a similar roles and tasks from the Retail industry and an international environment
• Has a holistic view on formulating and developing incremental, continuous business strategies and action plans
• Strong analytical skills and its application in creating retail and portfolio strategies and tactics as well as evaluating different improvement options
• A proven track-record in working with customer experience and development of retail formats / concepts to enable physical retail and OMNI growth.
• Experience in process development enabling development and implementation of strategies and solutions to large store portfolios.
• Experience in change management and agile way of working including development and implementation
• Strong skills in leading complex, large and multiple cross-functional projects
• Strong skills in managing cross functional teams and cross-regional stakeholders/teams
• Strong collaborative mindset and approach for close working relations across various functions
• Experience in financial management


Additional Information


This is a full-time position based in Stockholm and you will report directly to Theresia Philip Mansson, Store Format Manager. If you feel your experience, skills and ambitions are right for this role, please apply with CV in English as soon as possible but no later than June 9th. Please note that interviews will be held continuously.
At H&M Group we strive to have a fair and inclusive recruitment process. This is why we kindly ask you to not attach cover letter in your application as they often contain information that can easily trigger unintentional biases.
We look forward to receiving your application!
H&M Group is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability or age.