Monki is a purpose-driven fashion brand that believes in sisterhood, the power of community and in contributing to a more sustainable fashion industry. Monki aims to be part of driving global change by putting its purpose, to empower women to empower the world, at the forefront of everything the brand does. Monki.com delivers to 30 markets, and via International shipping to an additional 64 destinations worldwide. Monki.tmall.com offers Monki fashion in China and wholesale ensures global shipping. Over 100 concept stores offer the Monki IRL experience across 20 markets. Founded in 2006 in Sweden, Monki is a brand within the H&M group. 

As Business Development Lead – Customer Experience (CX), you will play a key role in shaping the future of Monki by improving existing processes as well as driving new initiatives that support our goals and brand mission. You will work closely with our CX organization and other Monki business areas/H&M Group stakeholders to ensure we deliver a best-in-class and friction free customer experience in every touchpoint based on customer insights, future trends and business value.

You are responsible and the main point of contact within Monki and towards other departments in the H&M group and eventual external partners during the preparation and launch of a prioritized CX project.

Responsabilities:

• Work with the Monki goal setting and activity planning processes to reach our objectives and key results. Represent Monki as a brand and CX in other parts of the H&M group organization and be key point of contact for CX toward the H&M Business Tech organization.
• Identify and evaluate improvement- and growth potentials in all our CX related processes based on customer insights, future trends and business value.
• Manage and support definition and planning of projects, involving all relevant stakeholders (e g project scope, time plan, business case and budget, roles/ responsibilities, risk assessment and communication plan).
• Lead prioritized CX related projects cross-functionally, within Monki, with H&M group and with eventual external partners.
• Secure workflows and handover of projects and new ways-of-working to running business.
• Follow-up and evaluate result and outcome of each project and improvement initiative.

To be successful in this role we believe you are:

• Ability to balance a ‘here and now’ mindset with strategic and innovative thinking; thriving on taking on executional tasks while planning ahead and see opportunities/identify risks.
• Genuine interest in customer experience excellence and broad understanding of core retail processes, updated on the external retail market and the industry development in all sales- and customer engagement channels.
• Structured and organized.
• Proactive, creative problem-solver with a strong business mindset.
• Open minded and showing a flexible approach in daily work and towards challenges.
• Prioritizes teamwork and collaboration, yet self-motivated and able to work independently.
• Communicate in an open, straightforward, and clear way.

This is a full-time permanent position based in Gothenburg.

If you feel that your experience, skills and ambitions are right for this role, please send your resume in English (no need for cover letter) latest February 23th.

At H&M Group we strive to have a fair and inclusive recruitment process. Why kindly ask you to not attach cover letter in your application as they often contain information that can easily trigger unintentional biases.

We look forward to receiving your application!

H&M Group is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability or age.