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Customer Engagement Lead

4 months ago

Sydney, Australia H&M Full time

Company Description
- Make your mark within a leading global fashion company
- A place where you can express yourself & feel like you truly belong
- Fun, collaborative and inclusive team environment
- Flexible working arrangements and competitive benefits

At H&M, we welcome you to be yourself and challenge you to grow and make a difference.

Help us reimagine the future of an entire industry, making everyone look, feel and do good.

Be proud of where you came from & amazed by where you’ll go.

**Be yourself & more at H&M**

**Job Description**:
As Customer Engagement Lead 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 plan on activity, engagement and marketing messages. This is done through adapting and leveraging the global commercial plan, turning it into a customer plan to fit the local timing, opportunities and market conditions.

**Key responsibilities**

Build on and extend global & regional strategies and framework to drive customer group growth
- Drive the global strategies and plans and make them relevant for your customer group and the market conditions
- Build a solid understanding of the customer groups in your market. Identify challenges, growth opportunities, competition - and suggest strategies and actions in Australia and to central functions to grow customer group
- Leverage global insight packages and work within the team to complete the picture with local customer insights and research

Create a thorough Customer action and communication plan to engage customer and brand growth
- Build an omni customer activation and communication plan per key customer group & segment to be leveraged in commercial plans, cross touchpoints, in media channels and in Member program
- Work with all commercial marketing and sales teams in the market and region to anchor to realise the plan and follow-up on results
- Be a driver of Customer group & segment collaboration

Be part of setting goals, set & execute plans and follow up on results
- Together with other key stakeholders - Set, follow up and report on KPIs and objectives connected to customer group and key activities or sales periods. Secure customer group sales and profitability follow-up with commercial team
- Set acquisition & activation plan for your segment/customer group
- Plan and drive the set-up of targeted messages test and follow-up on results
- Leverage customer centric reports and systems to follow up your customer group

**Qualifications**:

- University degree in Economics, Marketing, Engineering, Communication, Analytics or equivalent
- Previous experience as a Brand Manager, Junior Marketing Manager, Retail/Digital Strategist, Project Manager or equivalent
- +5 years’ experience working in a marketing field with a proven track record of creating customer centric results
- Previous project management experience, working to timelines, collaboration with wider business functions and end-to-end responsibility with a result-oriented mindset
- Having the ability to build strategies into detailed action plans to meet goals
- Knowledge of disciplines within analytics/reporting, marketing and communications
- Great pedagogical and inspirational communication skills
- Ability to build consensus and align stakeholders in other teams to drive end results

**Additional Information - Who you are**

You have strong commercial focus and are insight and data driven, with proven ability to drive results and work towards goals. You have experience from driving sales and customer engagement with a proven track record. You are obsessed with understanding your customer groups behaviour, needs and what makes them chose our brand and assortment.

You thrive on seeing actual business results from realizing strategies and plans into activities and marketing communication. Your mission is to drive the customer group loyalty and you do this by challenging, testing and improving customer plans every day. You will report to the Customer Insights & Engagement Manager within the Customer activation & Marketing team.

Additional Information

**What’s in it for you?**
- Encourages work life balance with flexible working arrangements
- Centrally located modern office with ergonomic work stations for all team members
- Receive 25% off H&M and other H&M Group brands
- Continuous learning and development opportunities within a global business
- Up to 26 weeks paid parental leave for eligible team members
- Access to 24/7 wellbeing provider
- Enjoy your birthday with an extra day of leave