Regional 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 the CRM & Loyalty lead who is part of the Regional Customer Insights & Engagement team, you contribute to added customer value, a strong brand and increased sales by ensuring a strong customer insight driven Loyalty and CRM function in the region. You work towards aligned and cross-functional goals, contributing to omni sales performance and customer centricity in all parts of your work, while also driving customer base growth and lifetime value. 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.

**KEY RESPONSIBILITIES**

**Build and maintain a strong customer insight driven loyalty function**
- Drive the omni customer acquisition and retention strategy together with Customer Activation & Commercial leads
- Drive the regional strategy for growing Member engagement and retention - using the global Loyalty and CRM strategy as a base, ensuring customer base growth and increased lifetime value
- Provide input to customer and membership goal setting process
- Set up ways of working cross functionally, aiming to meet and exceed customer expectations to ensure long-term growth

**Activate selling and support commercial activities**
- Drive the regional reward strategy including benefits, services & collaboration with external partners
- Initiate and support regional tactical activities according to commercial plan and sales performance in order to meet defined KPIs as well as secure long-term customer growth
- Drive loyalty activation & communication within global campaigns and for regional tactical needs

**Collaboration with global and other region teams**
- Be the regional POC for Global Loyalty team and take part in meetings/discussions initiated by HQ
- Drive the Loyalty KPI follow up process and share learnings from a regional perspective
- Support the continuous improvement of Loyalty efforts by sharing regional insights with Business Tech and Global Loyalty team
- Work with the full sales market team to drive enhancements to customer activation across channels, including collaboration with e-comm commercial and store commercial teams
- Secure training & knowledge sharing, supporting the implementation of new features & functionality

**Qualifications**:

- University degree in business, economics or related field
- Minimum of 3-4 years experience in related field preferred
- Experience in retail or e-commerce industry preferred
- Experience in CRM and/or Loyalty Programs
- Experience working with Power BI, Tableau or other data visualization tools preferred
- Strong commercial mindset and customer first-focus
- Analytical and insights driven
- Strong communication & negotiation skills - comfortable presenting to stakeholders at various organizational levels
- Able to work in a strategic, cross functional role collaborating with multiple teams in different geographies
- Driven and possess willingness to learn and feed the organization with new insights

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.