As Loyalty Manager, you will build or/and maintain a strong customer insight driven loyalty function.
You will activate members and support sales linked activities in collaboration with the local Sales team.
You will lead the Loyalty program according to H&M values, standards, policies and procedures.
You will coordinate follow up and ensure effective use of budget for Loyalty program setting and driving local KPI’s of loyalty
Build or/and maintain a strong customer insight driven loyalty function
Build awareness and motivate staff and other functions around the loyalty program.
Grow the member base for the loyalty program as well as ensuring activation of existing member base.
Plan, implement and follow up on the local activity plan (based on the global activity plan) to secure a strong customer offering towards members
Sync and coordinate all touchpoints with customers (store, owned channels, external media) including online.
Use customer data and insights to improve the local activity plan.
Collaborate and dialogue with the global Loyalty department as well as other central functions (example IT, Business Development)
Understand the tools for driving the loyalty program (Adobe campaign, Tableau) and spread knowledge of customer insights in the organisation
Plan and launch training for sales advisors, includes operational and technical.
Secure routines for cash register together with local security and legal text for customers together with local legal/accounting.
Keep customer service updated and set FAQ based on customer feedback from both channels.
Activate selling and support activities
Plan and organise together with Store Commercial Team, both within the global campaigns and for local tactical needs.
Long term: Collaborate and dialogue with the local Merch, online merch, Visual and Communication teams to secure long term customer strategy
Short term: Initiate and support tactical activities according to local selling situation as well as long term customer relationship.
Secure member benefits long term. I.e. services, events, treatment, external collaboration or special deals.
People & Culture
Communicate company goals, information and expectations.
Securing cross-functional collaborations with other functions and HO.
Guarantee participation in mandatory training and role specific training (in accordance with HO guidelines) for team in store
Budget and KPI’s
Establish and follow up budget for loyalty program.
Communicate and agree on the activity plan and budget with country manager
Communicate, coordinate and sync budget discussions with global loyalty team.
Follow up on loyalty activities, including deals.
Set yearly goal (KPI) local management team and global loyalty team. Also set and implement KPI’s with local area teams. Follow up KPI’s and share best practice.
A similar scope of responsibilities in precious jobs at a well-structured fashion retail/other retail environment or with a good H&M professional record around CRM, Marketing, Merchandising or controlling.
University degree in Business, Economics or equivalent relevant education.
Commercial Mindset and Customer first-focus.
Experience from customer relationship management and loyalty club.
Has a passion for fashion.
Strong analytic, strategic and reflective mind set.
Strong leadership and communication skills.
Strong internal drive, result driven and positive attitude.
Willingness to learn and feed the organization with new insights.
Well-organised, able to cope with a large workload and to prioritise and plan ahead.
Meriting with competence within digital/tech and Omni ways of working.
Fluency in English and local language.
Fluent in Microsoft office - Word, PowerPoint and Excel.
Deadline to apply Monday 19-09-2022