At H&M, our purpose is to liberate fashion for the many. We want to shape a new world in Fashion. A world with one ultimate goal: to unleash your self-expression. As an H&M colleague, you’re encouraged to be yourself & more. You’ll take on new responsibilities from day one, learn skills for life, and find new ways to make your big dreams come true.

Our company is committed to fostering a culture of inclusion and belonging, and we actively seek colleagues who share our commitment.

As a Customer Planning & Growth Strategy Lead in the Customer Activation and Marketing function, you develop customer insights-based strategies and plans to drive the growth and engagement of target customers in Region Americas.  You work cross-functionally to ensure that these customer plans are approached and implemented across the full customer journey, based on the Relationship Phases framework and maximizing all channels & touchpoints. You have a strong brand, marketing, and commercial focus and drive omni sales performance and customer loyalty.

This hybrid role reports into our Regional Head of Customer Activation & Marketing, with strong partnership with the Regional Customer Strategy & Planning Manager, and is based out of New York, NY.

A Day in the Life

Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities*

• Strategically adapt the global commercial plan to optimize holistic customer experience and drive profitable growth within the region
• Leverage customer and consumer behavior data and market trends to identify regionally specific insights, challenges and opportunities, and build an omni and integrated customer activation and communication plan that incorporates media, Loyalty, CRM, and PR-driven actions
• In partnership with the Commercial Merchandising team, own and ensure connectivity across the store activation, digital activation, media, and PR plans
• Coordinate various media channels, such as digital, social, and traditional advertising, ensuring cohesive and impactful brand message. Ensure consistent brand experience across both store and online touchpoints, creating unified customer journey across relationship phases
• Support and guide the omni sales teams on the implementation of all initiatives and follow up on results with learnings and recommendations. Among others, collaborate with Media and PR to secure optimal placements and Content Operations to secure timely and brand-appropriate delivery of assets
• Serve as key POC for Omni Sales Team leaders for all commercial planning communications, updates, and FUPs
• Research, strategize, and implement customer growth and acquisition opportunities, including new revenue streams like social commerce and marketplaces:
  • Own P&L and business requirements for upcoming marketplace launches through coordination with key stakeholders (e.g., global digital expansion, regional digital, logistics, accounting, legal, merchandising, and CA&M)
  • Own holistic go-to-market plans, project kickoff, and launch of marketplace(s)
  • Drive cross-functional alignment through stand-ups, status reports, and broader informational shareouts to ensure proper and timely information flow
  • Serve as POC for marketplace account and agency team(s)
  • Assess and provide business cases for additional new revenue opportunities within the region

Who You Are:

• Bachelor’s degree in Economics, Finance, Marketing, or Statistics
• 10+ years of Digital, Marketing, Customer Insights, CRM, or Consulting experience
• Strong project manager with ability to oversee multiple workstreams
• Informal leader who can coordinate deliverables and align incentives across teams
• Exceptional analytical and quantitative problem-solving skills
• Proficient in customer and consumer research analysis
• Excellent communication and presentation skills
• Experience launching and operating marketplace or social commerce businesses
• Familiarity with data management and visualization systems such as Power BI, Tableau, Google Analytics
• Advanced Microsoft Excel, PowerPoint, and Word capabilities
• Proficiency working in Power BI, SAS Tableau, or Cognos
• Inclusive, positive, open to feedback, willing to multitask and learn on the job

Why You’ll Love Working at H&M

• We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability
• We pride ourselves on being a values-driven organization, guided by our 7 unique values that have been part of our success story for over 75 years
• You’ll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleagues

• We are an inclusive company where you’re encouraged to be yourself at work
• You will have access to a large global talent community, where career growth and aspirations have no limits
• We believe in supporting your overall wellbeing and offer comprehensive benefits inclusive of health insurance, wellness and family support programs, company match  401k, paid leave programs, and paid time off, including a community day to serve your local community
• You’ll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS

Compensation: salary range is $125,822 - $144,699 annually**

*This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company’s discretion.

**H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and 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.

Job Status: Salary, Exempt

EEOC Code: PRO