We are pleased to announce that we are now looking to recruit a Loyalty Lead for Bulgaria located in Sofia, Bulgaria.

As a Loyalty Lead you will run, follow up and develop the H&M loyalty strategy in your local market to increase sales via H&M loyalty – frequency & average purchase. You will build or/and maintain a strong customer driven loyalty function.

You will activate members and support sales linked activities in collaboration with the local Sales team. Teamwork is key in this role and your responsibilities are in close cross collaboration with Sales, Area, and store teams. You contribute to our business success by being results driven, business minded and a team player, a role model for H&M.

RESPONSIBILITIES:  

• Execution of loyalty launch strategy - build awareness and motivate staff and other functions around the loyalty program and spread knowledge of customer insights in the organization.
• Plan and launch training for sales advisors, including operational and technical.
• Plan, implement and follow up on the local activity plan (based on the global activity plan and customer data) to secure a strong customer offering towards members.
• Keep Customer Service updated on local activity plan. Together set an FAQ based on customer feedback in both channels.
• Plan and organize together with marketing in-store communication, both for global campaigns and for local tactical needs.
• Collaborate and co-operate closely with local Marketing & Loyalty team, SME Team, and Global ONLINE Team to secure long term customer strategy and engage Area and stores’ teams towards the implementation of it.
• Secure long-term members’ benefits (e. g services, events, treatment, external collabs or special deals).
• Plan accordingly all Membership content together with the Content team.
• Produce local loyalty News to follow up on local events.
• Help increase liking of the brand long term – via appropriate measurements and KPIS’s (e.g., brand tracker or Net promoter score loyalty members vs. non-loyalty members).
• Detail commercial analysis on identifying future potentials for loyalty program in the market.
• Set yearly goal -KPIs with the local management team and global loyalty team, but also with local area teams, follow up and share best practice.

SKILLS AND EXPERIENCE:

• Flexible and open-minded personality, easily to adapt to changes.
• Strong analytical, numerical, and commercial skills.
• Customer service minded with passion for fashion.
• Great project management & multitasking skills.
• Self-motivated and able to work independently as well as a team player.
• Willing and open to learn, bringing to the organization new insights.
• Excellent written and spoken English.
• Excellent knowledge of Microsoft Office (Word, Power Point and Excel).

Here is your chance for a career out of the ordinary! Sounds interesting?

If you are eligible for this position and you want to join our exciting journey in this fantastic team, please upload your CV as soon as possible!