Job Description

Responsible for owning a strategic, customer insights driven loyalty function for the Americas region (US, Canada, Mexico).  Develops the H&M loyalty program to be best in class in each sales market, contributing to strong brand development.  Initiates strategic customer activation efforts to support commercial activities and drive long-term customer development and growth.  The ideal candidate will be a strategic, innovative, collaborate leader who is customer centric and results oriented. They must have strong analytical, communication skills and be adept at problem solving quickly and creatively.

This position is based in New York, NY within our Customer Activation & Marketing function, and reports to our Regional Head of Customer Insights & Engagement.

CORE RESPONSIBILITIES INCLUDES BUT IS NOT LIMITED TO:

Driving a strategic, insights led loyalty program

• Drive the regional strategy for growing loyalty member engagement and retention; leverage CRM data to help drive customer acquisition and retention strategy together with Customer Activation & commercial leads

·       Exceptional communication and presentation skills; adept at translating data into insights that can be shared across organization, including CXO level management

·       Drives the regional reward strategy for all markets, including benefits, services, and collaboration/partnerships with external partners

• Maintain Loyalty program P&L overview, including spend and ROI on offers/rewards, marketing initiatives, store incentive structures, etc.
• Develops strategy to work towards cross-functional goals with full sales market team (including e-commerce and store commercial teams) in order to drive omni sales performance, customer centricity, and customer base growth/CLTV

Initiates and supports customer activation and commercial activities

• Initiates and supports regional commercial activities from tactical perspective across region and sales markets; drives implementation of actions through cross functional partnerships
• Contributes to commercial and customer goal setting processes and communicates these within region and sales markets on regular basis
• Shares learnings from Loyalty customer behavior (traffic, membership activity, retention, selling, etc.) with sales teams to inform strategies to drive engagement and selling

Oversees loyalty program management and development

• Secures training and knowledge sharing, supporting the implementation of new features and functionalities within the loyalty program
• Acts as the regional point of contact for Global Loyalty team and takes part in meetings and discussions initiated by HQ
• Supports the continuous improvement of loyalty efforts by sharing regional insights with Global Loyalty, Business Tech, and Digital Development teams

Qualifications

WHAT YOU’LL NEED TO SUCCEED:

• Bachelors degree in Marketing, Direct Marketing or business-related field.
• Master’s degree in Business or Marketing preferred, but not required
• 10+ years of experience in marketing within a consumer driven industry and/or loyalty CRM marketing
• Proficient in Microsoft Office suite.
• Entrepreneurial spirit and desire to develop and improve H&M Loyalty Program.
• Strong understanding of CRM principles and omni-channel customer experience.
• Strong leadership skills with the ability to influence teams in a cross functional environment.
• Strong numerical knowledge and analytical reasoning
• Able to critically evaluate complex business issues in order to develop customer-centric solutions
• Ability to effectively manage multiple priorities at a fast pace
• Attention to detail, strong planning and organizational skills
• Able to deliver against key financial goals
• Demonstrates strong strategic thinking
• Excellent written and verbal communication skills
• Advanced presentation skills
• Proven ability to translate data and analyses into marketing strategy
• Required Domestic and international travel up to 25% of time

JOB STATUS:  Salary, Exempt

EEOC: PRO

COMPENSATION:

Hiring Range is $143,092 - $164,560 annually**

BENEFITS:

H&M believes in rewarding our employees for their many contributions to our shared success. That’s why we offer a full range of inclusive benefits that enable wellness, both in and outside of work.  We pride ourselves on being a do-good company and we have a comprehensive benefit package that matches that ambition.  Please note, benefits may have eligibility requirements based on employment status.

We offer: 25% Staff Discount - Medical, Pharmacy Vision and Dental Coverage – Employee Assistance Program - Vacation, Wellness, Holiday and Parental Pay – 401K – Commuter Benefits, Health and Dependent Care FSA. Plus, additional Voluntary Benefits.

Our Career site will have more details, click on Benefits at career.hm.com

*This job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities assigned for this job at the company’s discretion.

**H&M, in good faith, believes that this posted range of compensation is the accurate range for this role at this location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.

Additional Information

All your information will be kept confidential according to EEO guidelines.