Customer Engagement Lead - Sydney, Australia - H&M

H&M

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

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 followup 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 followup with commercial team
Set acquisition & activation plan for your segment/customer group
Plan and drive the setup of targeted messages test and followup 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 endtoend responsibility with a resultoriented 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