The Assistant Manager Customer Loyalty & Analytics is a key enabler to understand our customer behaviors. It empowers omni-shopping experience and therefore is a key area for H&M brand growth. Our goal is to have the most loved program in the world, and we will do so by engaging our members all around the world as well as continuously recruiting more customers. We are launching this program in multiple countries under Gill Capital Group.
Role Description:
CRM program
- Key contact person for operating the membership and loyalty ecosystem. Collaborate with Commercial and Marketing teams by providing customer insights, recommending campaigns and potential improvement actions, as well as tracking and monitoring customer and loyalty metrics.
- Key contributor in the loyalty CXM system design and implementation
Customer analysis
- Perform analysis on customer data and deliver insights on customer loyalty, behaviour and engagements to key stakeholders including Commercial, Marketing, Store Operations and Ecommerce team.
- Identifying (existing and new) customer segments where there is a potential for activities to increase customer engagement, sales or profitability
- Drawing conclusions and recommendations on potential commercial actions as well give input to support data-driven strategic decision
Customer experience
- Track member acquisition from all channels, activation/engagement rate, repeat purchase rate, average spend, loyalty member sales, core customers, campaign spend uplift and ROI, earn/burn analytics, NPS.
- Create emotional experiences and leverage on H&M events to enhance loyalty engagement.
- Execute survey to get customer feedback on customer experience with loyalty program and all touch-points.
Knowledge and Skills:
- Bachelor's degree in related field
- 4-5 years of customer loyalty experience and retailer
- Experience and interest in business and customer analysis, preferably in positions requiring data analysis and cross-functional collaboration; experience gained in e-commerce or retail will be an asset
- Excellent communications skills. Able to translate data & insights into compelling stories that are clear and simple
- Good communicate in English
