Customer Engagement Manager - Kids

Company Description

As one of the world’s largest fashion companies with more than 171,000 employees worldwide, H&M is an exciting and dynamic place to pursue a career within the fashion industry. Our business concept is to offer fashion and quality at the best price in a sustainable way and with our fast expansion we are always looking for new talents. Would you like to be part of our team?

Develop customer insights-based strategies and plans to drive growth and engagement of a core customer group across Region Americas (US, Canada, Mexico, Colombia, Ecuador markets). With a strong commercial focus, work towards cross-functional goals, drive omni sales performance and customer loyalty. Build a strategic customer plan to optimize various activities, engagements and marketing initiatives to regional and sales market conditions and opportunities.

This position is based in New York, NY within our Customer Activation & Marketing function, and reports to our Regional Head of Customer Insights & Engagement.

Core Responsibilities includes but is not limited to:

Develop strategies to drive customer group growth

• Leverage internal and external customer data to gain a 360 understanding of the customer group in the region and sales markets; identify insights, challenges, and opportunities and recommend customer centric strategies and actions to grow the customer group
• Exceptional communication and presentation skills; be able to adapt information and insights to different end audiences and stakeholders including CXO leaders
• Strategically adapt and optimize global strategies and plans to ensure relevancy for your customer group and regional/sales market conditions (e.g., Brand, Customer, Commercial, Media, CRM, Member, Sustainability)

Create customer action and communication plans to engage customer and brand growth

• Develop campaign response analysis including determining sales lift, engagement and ROI associated with each program to inform and optimize marketing strategies, customer engagement and lifetime value
• Work cross functionally with commercial marketing and sales teams to support with implementation of initiatives and plans, as well as follow-up on results with learnings and recommendations
• Set, follow-up and report on KPI’s and objectives; secure customer group sales and profitability follow-up from customer segment perspective for marketing/media, A/B testing, and CRM
• Build a strategic omni customer activation and communication plan per customer group to be leveraged in commercial, media, and loyalty plans

Be the regional customer group expert

• Develop knowledge about the competitive landscape as well as macro consumer and industry trends. Utilize this information to ensure H&M secures local relevance when it comes to our market positioning and target markets
• Identify key questions and partner with Brand & CX Analyst to utilize surveys and other voice of the customer tools to develop deeper understanding of customer where there is a need
• Partner with global business unit insight counterparts to stay in the know about global insights projects and resources; lead sharing of knowledge and insights across local and global teams as needed

Qualifications

What You’ll Need to Succeed:

• Advanced Microsoft Excel, PowerPoint, and Word capabilities
• Ability to serve as a consultant when necessary
• Bachelor’s degree in Economics, Finance, Marketing, or Statistics preferred
• Excellent communication and presentation skills
• Technologically savvy
• Exceptional analytical and quantitative problem-solving skills
• MBA preferred, with 5+ years of retail experience preferred
• Proficiency working in Power BI, SAS Tableau, or Cognos
• 7+ years of Digital, Marketing, or CRM analysis experience preferred
• Proficient in customer and consumer research analysis
• Proficient in MS Office Suite, Outlook & Internet applications
• Familiarity with data management and visualization systems such as Power BI, Tableau, Google Analytics

Job Status: Salary, Exempt

EEOC Code: PRO

Additional Information

Compensation:

Hiring Range is $145,954 - $167,854 annually**

This role is eligible for an annual company performance-based bonus

Benefits:

H&M believes in rewarding our employees for their many contributions to our shared success. That’s why we offer a full range of inclusive benefits that enable wellness, both in and outside of work. We pride ourselves on being a do-good company and we have a comprehensive benefit package that matches that ambition. Please note, benefits may have eligibility requirements based on employment status.

We offer: 25% Staff Discount - Medical, Pharmacy Vision and Dental Coverage – Employee Assistance Program - Vacation, Wellness, Holiday and Parental Pay – 401K – Commuter Benefits, Health and Dependent Care FSA. Plus, additional Voluntary Benefits.

Our Career site will have more details, click on Benefits at career.hm.com

• This job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities assigned for this job at the company’s discretion.
• H&M, in good faith, believes that this posted range of compensation is the accurate range for this role at this location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.