
Global Customer Experience Director
4 days ago
We are seeking a highly skilled Global Loyalty & CRM Manager to join our team at H&M Group in Stockholm. The successful candidate will lead a dynamic team of professionals responsible for developing and implementing a global loyalty strategy that drives customer engagement and retention.
Key Responsibilities:- Develop and implement a global loyalty strategy with clear milestones, goals, and ROI KPIs.
- Lead a team of 16, including Loyalty Business Experts, Email and Push Specialists, and a CRM team, ensuring clear roles, responsibilities, and quarterly goals.
- Utilize customer data to drive educated decision-making and understand trends, developing a clear customer data strategy supporting segmentation and product categories.
- Collaborate with the Future Commerce team to ensure a robust tech foundation and work with the Marketing Department to ensure strong and inspirational communication.
- Set the technical roadmap in collaboration with the value stream to ensure future-proof solutions and maintain cost control over the loyalty program.
- Create clear consumer journeys to maximize organic traffic and sales, ensuring data is used to fuel the relevance program and support profitability goals.
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