Customer Engagement Lead

Company Description

H&M is on a journey to again become a truly customer-centric company. Building on our passion for the customer, we are upgrading the shopping experience and taking it to the next level. We´re changing our ways of working to offer our customers a seamless personalized shopping experience on their own terms - where they want, when they want. This means that we will put omni at the core of our business and accelerate to improve our omni customer experience.

**Job Description**:
As a Customer Engagement Lead, you contribute to added customer value, a strong brand and increased sales by developing customer insight-based strategies and plans to drive the growth and engagement of your customer groups short and long term. You work towards aligned and cross-functional goals, driving omni sales performance and customer centricity in all parts of your work. You build and drive a solid customer group season and weekly plan on activity, engagement and marketing messages. This is done through adapting and leveraging the global commercial customer plans to fit the regional timing, opportunities and market conditions.

**KEY RESPONSIBILITIES**:
**Build on and extend global strategies and framework to drive customer group regional growth**
- Drive the global strategies and plans and make them relevant for your customer group and the regional conditions (e.g. Brand, Customer, Commercial, Media, CRM, Member, Sustainability strategies and plans)
- Build a solid understanding of the customer groups in your region e.g., market penetration, perception of brand, media consumption, shopping experiences and assortment.
- Identify challenges, growth opportunities, competition and suggest strategies and actions in region and to central functions to grow customer group
- Leverage global insight packages and work within your team to complete the picture with regional/local customer insight and research where there is need

**Create a thorough customer activation plan to engage customer and drive brand growth**
- Build an omni customer activation and communication plan per key customer group to be leveraged in communication plans, cross touchpoints, media channels and in member program of each sales market
- Work with all commercial marketing and sales teams in the region to realize the plan and follow-up on results

**Be part of setting goals and follow up on results and test plans**
- Together with other key stakeholders - set, follow up and report on KPIs and objectives connected to customer group and key activities or sales periods
- Help to optimize ROI media performance for customer group
- Plan and drive set-up of targeted communications (key messages, content, media channels etc.) and follow-up on results
- Leverage customer centric reports and systems to follow up on your customer group (Lifecycle and segmentation, Media channels and other report packages)

**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**:

- University degree in business, marketing or related field
- Experience in retail or e-commerce industry preferred
- Sales and digital marketing experience with proven track record of creating customer-centric results
- Ability to build data-driven strategies and derive actionable plans from insights and analysis to drive customer engagement
- Knowledge of disciplines within analytics/reporting, marketing and communications
- Inspiring communicator with the ability to build consensus and align stakeholders in other teams to drive results
- Strong commercial and customer-centric mindset
- Experience working in cross-functional role collaborating with multiple teams
- ** Strong communication skills and fluent in English, both written and spoken**

Additional Information

This position is based in** Santiago de Chile** and reports to the Customer Activation & Marketing Manager.