Insights Analyst, CRM

Company Description

At H&M we are on an exciting journey to become the leading destination for style, creativity and culture, empowering leaders and engaging teams. Customers and colleagues are the core of our business, in line with our transformation, we want to achieve clear ownership, fuel our salesmanship and innovative minds, enabling agility to build on our passion for customers and colleagues throughout the organization.

Job Description:

As an Insights Analyst who is part of the Regional Customer Insights & Engagement team, you contribute to added customer value, a strong brand and increased sales by analysing the customer base and loyalty development in the region and turning CRM & Loyalty strategies into actions and results.

You work towards aligned and cross-functional goals, driving omni sales performance and customer centricity in all parts of your work.

You use global reports, frameworks and segments to do your analyses or build reports to provide a solid understanding of your region's customers.

You take active part in the region's commercial activities to identify growth opportunities and put your insights into context.

KEY RESPONSIBILITIES:

Customer base analyses

• Analyze and create insights of our omni customer base, segments and lifecycle development in the region
• Translate insight into recommendations and commercial actions as well give input to strategic decision making
• Educate teams on the region's customer base to create a common understanding of customer behavior and growth opportunities
• Use and educate on global reports, KPIs and frameworks to spread customer insight to stakeholders
• Perform adhoc customer analyses on a local/regional level, to support all key functions, and create additional regional reports when necessary
• Use existing data sources of SAS, Exa, Chattermill, to query data and compile insights to key stakeholders
• Monitor data quality and make sure the analyses and reports present accurate information

Customer target setting

• Support the controller and take active part in setting and following up on customer base goals for the region in order to deliver value for both our customers and company
• Followup on weekly customer activity and KPI's as input to the region commercial teams
• Follow

- up on local/regional initiatives together with stakeholders (rewards, campaigns, member activities etc.)

Recommend customer centric commercial actions

• Regional champion of CRM segment structure, definitions and usage in communication and actions
• Identify (existing and new) customer segments where there is a potential for activities to increase customer engagement, sales or profitability
• Follow

-up of local/regional rewards and Member activities (together w Loyalty Lead)

Collaboration with global and other region teams

• Point of contact between the regional organization and global functions, e.g. central BI team and the different global analysis teams, on topics concerning customer centric frameworks, reports and analyses
• Communicate data issues to and from local and regional teams
• Share insights with other areas/regions and to global counterparts

Qualifications:

• University degree in statistics, economics, business analytics or related field
• Experience in retail or ecommerce industry preferred
• Experience working in SAS, SQL or other programming language
• Experience working with Power BI, Tableau or other data visualization tools
• Knowledge and interest in business and customer analysis
• Strong commercial and customercentric mindset
• Strong data management skills analytical, structured, ability to synthesize information and draw actionable conclusions
• Effective communicator who is confident in building business cases and presenting to large audience and stakeholders
• Experience working in crossfunctional role collaborating with multiple teams

Additional Information

This is a full-time position based in Singapore. You will report directly to the Regional Customer Insights & Engagement Manager for South Asia.

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