Customer Experience Lead (temporary contract)

Company Description


Within the newly created Business Unit H&M Lifestyle Brands, we apply the strong heritage of H&M to new industries, to add excitement and energy to our offer and strengthening the H&M brand. H&M Lifestyle Brands includes H&M HOME, H&M Beauty and H&M Sport.
At H&M Beauty, progress is our creed and passion is what drives us. We will throw the beauty parties no one wants to miss, be featured in beauty bags worldwide — and be that favorite lipstick on your bathroom shelf.
Through our knowledge, experience and pure passion for what we do, we aim to deliver excellence to our customers — and we want to get even better at it. We believe that different perspectives are an asset in every team, and that's why we're looking for new mindsets and norm-challenging viewpoints to join us. Our enthusiasm for all things beauty is what makes the success of our team — join our H&M beauty journey, we want you on board!




Job Description


Are you ready to be a key part of influencing our customer experience for our Beauty customers in all H&M digital & physical touchpoints worldwide? Do you have a passion for tech and beauty? We are now looking for a Customer Experience Lead to our Global E-commerce team at H&M Beauty. This is a rare opportunity to join us on our beauty journey and set new business models in motion within the H&M Group.
Key responsibilities:
Contribute to setting the overall vision for the Beauty customer experience in our digital channels
Identifying opportunities that can enhance the digital customer experience as well as help us reach our sales and customer growth targets. Main focus will be on the experience at hm.com, but part of the scope also includes omni/in store initiatives.
Coordinate and drive Beauty priorities towards Business Tech product teams within H&M; all in close collaboration with the rest of the Beauty e-com team as well as other Business Units.
Stay up to date with the latest developments and progress on tech initiatives connected to our Beauty vision and keep all necessary stakeholders within Beauty Business Unit updated on status and actions needed.
Be part of discoveries, workshops, iterations etc and feed in commercial opportunities and customer insights to the process.
Know and follow key competitors, market trends, customer behavior analysis & insights as well as commercial challenges (in close collaboration with the rest of the Beauty team).
Secure that we follow up and understand key results of tech development.

The role offers you:
The opportunity to combine business and creativity to create big results for one of the top retail companies globally.
To join the exciting journey to build and grow a new global player within the lifestyle industry
A high pace environment and being part of an international team with constant drive to improve while having fun on the way.
A role in the center of attention with a wide range of touch points with several global functions.





Qualifications


We’re looking for someone who:
Has a minimum of 2 years working experience from E-commerce or Beauty industry.
Has experience within project management or similar role.
Is fluent in both verbal and written English.
Is strategic, customer focused, and business minded with a high results drive. You connect the dots and you take action.
Has strong prioritization skills and enjoys being involved in many different projects at the same time.
Has strong entrepreneurial spirit and thrive in a changing environment.
Is a self-motivated team player and likes to take on new challenges.
Has excellent communication skills and the ability to collaborate and build strong relationships.





Additional Information


About the recruitment process
This is a temporary position for approximately 1 year due to parental leave, starting during the spring. The position is based at the H&M Beauty head office at Jakobsbergsgatan in central Stockholm.
If you feel your experience, skills and ambitions are right for this role, please upload your CV latest 13 of March.
We look forward to hearing from you!
We know that diversity is what makes us strong. Our teams should consist of great mix of people that share and combine their knowledge, experiences, and ideas. It leads to a positive impact on how we address challenges, what we perceive possible and how we choose to relate to our colleagues and customers all over the world.