Customer Strategist to H&M Customer Experience & Sales

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 a Customer Strategist in Customer Activation, you will be right at the center of this shift toward a truly customer-centric organization. The team’s mission is through insights, to shape customer strategies & plan to meet our target customer in a relevant way across the full customer journey. We empower the organization with tools, enablers & best practices to be a relationship-driven business that fuels long-term growth.


Job Description


As a Customer Strategist, you will be responsible for Combining functional expertise with a holistic business perspective to be able to identify and drive new business opportunities, translate overall group, company, and brand direction into strategies and initiatives for execution, Lead collaboration, and stakeholder coordination to ensure alignment cross organization.
Key Responsibilities:
• Build & design strategies, based on direction, insights & modeling to maximize customer interaction to build & develop relationships (Relationship milestones)
• Drive, manage shape, and develop the Loyalty program strategy (and operations**) - positioning, marketing & comms, experience, staff engagement, business model, tier, collaborations & incentive model. Building stones in the group ecosystem
• Develop strategies by customer journey/customer segment for all customer touchpoints
• Build and develop a strategy for attraction, engagement, and innovation to ideate from
• Be at the forefront of future trends connected to both existing and new channels
• Agile test and learn roadmap – prioritizing initiatives for implementation in the Regions
• Infusing the Attraction and Engagement team with new capabilities, to maximize channels


Qualifications


We are an organization 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:
• Experience from growing and activating customers in an Omni setting.
• Creation of connections with customers that drive purchase decisions, interaction, and participation, over time.
• A totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.
• Analysis and administration of customer interaction.
• Processing and analysis on data from customer behavior to gather insights and understanding for key business decisions e.g., market segmentation and predictive analytics.
• Long-term, forward-looking approach and an overall game plan for achieving a sustainable competitive advantage by understanding the needs and wants of customers.
• Analyze how a brand is currently perceived and plan how it should be perceived. Setting and following up on objectives for perception.
• Planning and allocating resources to execute the commercial strategy.
• The process of leading and planning the work of a team to achieve goals and meet success criteria at a specified time.
• Development of processes or ways of working.


Additional Information


This is a full-time position based in Stockholm and you will report directly to Emma Gävert. If you feel your experience, skills, and ambitions are right for this role, please apply with a CV in English as soon as possible but no later than the 12th of June. 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 a cover letter to 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.