Customer Loyalty & Analytics Operation
The Role is a key enabler to understand our customer behaviours. 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 as well as continuously recruiting more customers. We are launching this program in multiple countries under Gill Capital Group.
Responsibilities
Campaign Management
- Plan and execute CRM campaigns across EDM, App push, LINE OA.
- Serve as Project Manager, responsible for overall CRM operation
- Key contact person for operating the membership and loyalty ecosystem. Collaborate with Commercial and Digital teams by providing customer insights, recommending campaigns and potential improvement actions, as well as tracking and monitoring membership and loyalty metrics.
- operate all core functions across both platforms- Tencent and Dosetech CRM (segmentation, campaign setup, automation, reporting, data export) with less relying on vendor support for routine tasks
Loyalty Program Management
- Owns Member Management — updating member info/status, verifying consents, deleting invalid accounts
- Track member acquisition from all channels, activation/engagement rate, repeat purchase rate, average spend, loyalty member sales, core customers, campaign spend uplift and earn/burn analytics
- 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.
Qualifications
- Bachelor's degree in related field
- 2-3 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
