Customer Loyalty Lead

2 weeks ago

Singapore H&M Full time

Company Description
**H&M is on a journey to becoming the leading destination for style, creativity and culture. We want to enable, empower and engage teams while building on our passion for being the truly customer-centric company we are. On this journey we want to encourage our teams to learn and grow meaningfully, unleashing their full potential - fulfilling our Employee Value Proposition (EVP), we are a place of possibilities and where you can Be Yourself & More.**

Job Description

You contribute to added customer value, a strengthened brand and increased selling by ensuring a strong customer insight driven Loyalty function in the Sales Market. You work towards aligned and cross-functional goals, taking part in driving omni sales performance and customer centricity in all parts of your work. You drive the Loyalty program and support sales linked activities in collaboration with the Sales team according to H&M values, standards, policies and procedures.

The role currently entails focusing on project management in rolling out our H&M Hello Member Program - with a shift of focus later on to operational responsibilities.

**_ Key responsibilities:_**
**_Drive loyalty engagement and support sales activities_**
- Align regional Loyalty strategy and tactics on local market & be part of commercial team in execution to meet defined KPIs, driving customer base growth and increased lifetime value.
- Manage local rewards together with commercial team, drive engaging rewards (sustainability, music, events, external partner collaboration etc).
- Implement and follow up on the local activity plan to secure a strong customer offering towards members.

**_ People, Culture & Leadership_**
- Be POC for local functions, Customer Service and Store teams and support them with day-to day operations & issue resolution.
- Build awareness, secure training and motivate staff and other functions around the loyalty program.
- Primarily collaborate and have a dialogue with the regional CRM & Loyalty Lead and, to some degree, with central functions (example IT, Global Loyalty team).

**_ Collaboration with global and other region teams_**
- Take part in driving the Loyalty KPI FUP process and share learnings from activities.
- Participate in meetings & discussions initiated by Regional team and HQ.
- Support the implementation and continuous improvement of the Loyalty program by sharing local insights with regional CRM & Loyalty Responsible.
- Work with the full sales market team to drive enhanced customer activation cross channels, including collaboration with E-com commercial and Store commercial team.

Qualifications

Being part of this journey means there is not one clear path. We ask of you to be open to change and take part in creating an organization for the future. This is an opportunity for open minded team players that by being curious, innovative and forward-thinking want to change our business and the whole industry. We ask you to be yourself, drive results, work towards goals and go for it with everything you’ve got.

**_ Besides your personality we see that you have / are:_**
- University degree in Business, Economics, Engineering or equivalent education.
- Strong commercial mindset and is customer centric.
- Excellent internal drive, results driven and willingness to learn and feed the organization with new insights.
- Effective and inspiring communicator, charismatic, clear and convincing.
- Influential and catalyst leader with experience in leading teams, self, as well as meaningful collaboration with key stakeholder.
- Analytical and insights driven (to drive through growth strategies).
- Adequate experience fro CRM and/ or loyalty program.
- Experience working in an executional, cross functional role collaborating with multiple teams across different geographies.

Additional Information

This position is based Singapore Office and will report to Regional Customer Insights and Engagement Manager.

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