Customer Engagement Lead

  • 1 Grange Rd, Singapore 239693
  • Full-time
  • Department: H&M

Company Description

At H&M we are on an exciting journey to become the leading destination for style, creativity and culture, empowering leaders and engaging teams. Customers and colleagues are the core of our business, in line with our transformation, we want to achieve clear ownership, fuel our salesmanship and innovative minds, enabling agility to build on our passion for customers and colleagues throughout the organization.

Job Description

As a Customer Engagement Lead who is part of the Regional Customer Insights & Engagement team, 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

  • 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

Additional Information

This is a full-time position based in Singapore. You will report directly to the Regional Customer Insights & Engagement Manager for South Asia.

If you feel that your passion, ambition, and experience are a match – please apply (including Cover Letter and Resume, and if applicable: Strengths Finder) by October 7th, 2022. We’re more about personality and competence than qualifications, so don’t worry if your skills aren’t a perfect match.

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