Omni Global Store Operating Model Lead

Heightened customer expectations, advancements in technology, rise of omnichannel commerce… these are only a few of the factors reshaping the world of retail today.
The traditional approach to how we Operate and define success in our Physical Stores is no longer viable and we must transform to exceed industry benchmarks, providing the modern and relevant Omni Customer Experience our customer's desire.
Are you an experienced leader and retail strategist, with the skills to challenge, develop and implement an Omni Store Operating Model and inspire sustainable change across a Global Organisation?
Are you truly Customer Centric, and driven by the desire to maximize every customer interaction in the physical store and empower our colleagues to spend time on the moments that matter?
If so, then the role of Omni Store Operating Model Lead is the perfect opportunity for you!
Sales &commercial operations support is a truly global function that today consists of approx. 45 employees. We are made up of the functions Merchandising, Visual, Store Operations and Planning & Communication. Our mission is "With the customer in focus, we make it possible for our regions and the H&M brand to reach our sales and profit goals by supporting and enabling both central and local functions".


As the lead for the Omni Store Operating Model development, you play a vital role in the Customer Centric transformation of our Global Physical Store portfolio - Constantly evaluating the role of the physical store in a fast-changing multi-channel retail landscape.
Some of your main areas of responsibility will be to:

Challenge, develop and implement the Omni Store Operating Model across the Organisation with the ambition to maximize every customer interaction.
Evaluate the physical store as part of the full customer journey, design new methods and customer interactions to create a modern, Omni Customer Experience.
Challenge our approach to customer service in the store; from customer facing roles, through recruitment strategy and candidate profiles
Support in developing methods in how we onboard, train and upskill store colleagues to be our brand ambassadors, fashion interested and with relevant knowledge.
Support implementation of new metrics to reflect the true impact of the physical store on our OMNI revenue stream and customer lifetime value
Provide input and expectations to Brand Controlling to ensure store operating cost development is aligned with Omni Store Operating model needs over the long term.
Use Omni insights and analysis to ensure development of our Omni Store Operating Model exceeds industry benchmarks.

Qualifications
To be successful as Global Store Operating Model Lead we believe that:
You are a true People person and energised by how one person can influence the other to create sustainable organizational change.
You have some experience leading large and complex change journeys with multiple stakeholders including at senior level.
You have a strong understanding of how the Physical Store Operates and the role of the store in creating a seamless, Omni Customer Experience.

As a leader, you believe in a non-hierarchical culture of collaboration, transparency, and trust. You act with integrity and are guided by a growth mindset and our H&M values. You have a holistic mindset and focuses on the success of the whole company and not only on the success of the own business. You proactively involve and co-create with different stakeholders and truly believe that diversity increases the quality of decisions. You passionately engage and empower others to turn visions into reality with an authentic and influential leadership presence.