Customer Activation

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**:
You deliver added customer value, a strong brand and increased sales by managing and leading the Customer Activation team in accordance with H&M values, standards & policies. You are responsible to implement global and regional strategies while adding the market perspectives to grow the loyal customer base & brand in your sales market. Additionally, you are responsible for the commercial development of e-com & the customer experience overall. You are a champion in driving the cross functional customer centric and omni way of working in the market.
- Drive the global & regional strategies, plans and frameworks and make them relevant to market conditions (e.g. Brand, BU, Media, CRM & Loyalty, Sustainability, E-com etc).
- Own the total picture of the customer acquisition & activation plan across channels, tying together insights, brand, loyalty and media to meet the market’s KPI goals and targets.
- Collaborate with regional and sales market functions to constantly adapt and challenge plan based on changing customer behaviors and patterns.
- Participate in setting & clearly communicating vision and long-term plan to sales markets teams to bring everyone together in creating long lasting relationships.
- Set and follow-up on regional and sales markets KPIs and goals with management team, infusing the CA team’s insights and knowledge into the goals and budget process.
- Secure effective investments in media spend, content production & other costs and drive a customer and business data driven approach to assigning investments to different initiatives.
- Provide key results and analysis and collaborate with stakeholders in Global, Regional and Sales Markets to drive and follow up on results for the region.
- Lead your team of senior Group Managers and drive the direction of their work to deliver an omni world class customer experience and strong business results.
- Create conditions to enable strong performance and deliverables of the teams.
- Drive a mindset of omni customer centricity, commerciality and test & learn.
- Together with the Sales Market Management Team drive the omni customer centric way of working and customer experience improvements cross the region.

**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 economics, marketing or similar relevance.
- More than 5 years of working experience in senior leadership roles in branding, business development, E-Com, CRM, Customer Experience, customer activation or brand building marketing.
- An experienced leader with proven track record of delivering customer centric results through creating excellent comms, media, E-com and/or store activities strategies with a digital and omni way of working.
- Knowledge of disciplines within marketing, communications, customer research, data analytics, having executed 360 activities.
- Strong E-com competence in general & a test & learn mentality
- Experience in managing and aligning stakeholders to drive end results towards common goals.
- A strategic mindset with an insight-driven mentality

Additional Information

This position is based in Santiago de Chile and reports to the Country Sales Manager.