Loyalty Specialist

Found in: Talent CN S2 - 1 week ago

Shanghai, China H&M Group Full time

Job Description

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, taking part in driving omni sales performance and customer centricity in all parts of your work, 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

Build or/and maintain a strong customer insight driven loyalty function 

Drive the omni customer acquisition and retention plan for a Sales Market developed from the Regional Strategy and Planning team. 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. Develop perspective as 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 incl. benefits, services & collaboration with external partners Support regional tactical activities according to sales situation and long-term customer growth Ensure excellent loyalty activation & communication within in your Sales market.

People, Culture & Leadership

Communicate company and regional goals, information and expectations within region/SM Coordinate and support Sales Markets in executing planned activations to meet defined KPIs Secure knowledge & training, supporting the implementation of new features & functionality. 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 AM point of contact for loyalty and take part in meetings/discussions initiated by Global and Region Drive the Loyalty KPI FUP process and share learnings back to the region to get a unified perspective. Support the continuous improvement of Loyalty efforts by sharing regional insights Global Loyalty team Work with the full regional team to drive customer activation cross channels

Qualifications

University degree in Business, Economics, Engineering or equivalent relevant education 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 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

Additional Information

If you feel that your experience, skills, and ambitions are a match, send us your application as sooner as possible. We are looking to have a mix of people that work in a way that optimizes our decision making, team performance and ultimately helps us reflect, respect, and relate to our colleagues and customers.

This is a permanent position based in Shanghai.

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