As a Loyalty Specialist, you contribute to added customer value, a strong brand, and increased sales by ensuring a robust customer insight–driven Loyalty strategy within the Sales market.
You work towards aligned and cross-functional goals, supporting omni sales performance and customer centricity in all aspects of your role, driving customer base growth and increasing lifetime value.
You lead the execution of the Loyalty program and support sales-linked activities in close collaboration with the Sales team, always acting in line with H&M values, standards, policies, and procedures.
WHAT YOU DO
Build or/and maintain a strong customer insight driven loyalty function
• Drive the omni customer acquisition and retention plan for the Sales Market based on the Regional Strategy
• Responsible for growing Member engagement and retention - using the global Loyalty and CRM strategy as a base, ensuring customer base growth and increased lifetime value by executing the plan and providing insights and KSL to the Regional team.
• Provide input to goal setting process
• Work cross functionally, aiming to meet and exceed customer expectations to ensure long-term growth.
Activate planning and support activities
• Support the regional strategy through driving local initiatives incl. benefits, services & collaboration with external partners.
• Support regional & sales market tactical activities according to sales situation and long-term customer growth.
• Ensure excellent loyalty activation & communication within your Sales market.
People, Culture & Leadership
• Communicate company and regional goals, information and expectations within region/SM in regard to loyalty.
• Coordinate and support Sales Markets area team in executing planned activations to meet defined KPIs.
• Coordinate all activities that have to do with Loyalty including roll out of the program and education in store.
Collaboration with global and other region teams.
• Be the point of contact for loyalty for the Sales market and when needed take part in meetings/discussions initiated by Global and Region.
• Drive the Loyalty KPI FUP process together with the Brand & Customer Insight analyst and share learnings back to the region to get a unified perspective.
• Support the continuous improvement of Loyalty efforts by sharing insights with Global Loyalty team.
• Work with the full regional team to drive customer activation cross channels.
• Share valuable insights in your team as well as across the Omni Sales tea.
WHO YOU ARE
As a Loyalty Specialist, you demonstrate a strong commercial mindset and a proven ability to drive results while working purposefully toward defined goals.
You are highly customer-focused, with a strong interest in customer behavior and key sales drivers, using this understanding to create meaningful impact.
You translate insights into clear, actionable initiatives that support the regional strategy and the Sales market priorities, and you confidently present your plans in a structured and compelling way to cross-functional stakeholders.
You thrive in cross-functional collaboration and understand the value of working closely with paid, owned, and earned media channels. As a hands-on, day-to-day performer, you actively support the execution of the membership strategy, ensuring alignment and impact.
Education
• University degree in Business, Economics, Engineering or equivalent relevant education
Skills
• Commercial Mindset and Customer first-focus.
• Analytical and insights driven (to drive through growth strategies).
• Strong communication & negotiation skills – comfortable presenting to stakeholders at various organizational levels.
• Project lead capabilities.
• Strong, internal drive, results driven and willingness to learn and feed the organization with new
insights.
Experience
• Experience from CRM and/or Loyalty Programs.
• Experience working in cross functional role collaborating with multiple teams in different geographies.
• A similar scope of responsibilities in previous jobs at a well-structured fashion retail/other retail environment or with a good H&M professional record around CRM, Marketing, Merchandising or Controlling
• Fluency in English and preferably local language(s).
• Knowledge of analytics software (ex.Tableau, Power BI) is meriting
• Meriting with competence within digital/tech and omni ways of working