H&M is on a journey to deliver and liberate Fashion for the many. We want to empower, enable and engage teams, while building on our passion for being the truly customer-centric and meaningful growth company that we are. On this journey we want to offer an elevated and differentiated colleague experience where everyone is empowered to thrive and reach their full potential; we celebrate radical curiosity that drives impact and contribute to our customers and brand, and in return – we commit to do the right thing for both people and planet. Our colleague culture consist of belonging where individuality, self expression and creativity are liberated through fashion each and everyday.
Job Description
You contribute to added customer value, a strong brand and increased sales by managing the goalsetting, follow up and KPIs of the Loyalty & Customer base, Customer experience, Brand & Media for the region. You work towards aligned and cross-functional goals, driving omni sales performance and customer centricity in all parts of your work. You drive the Budget process and follow-up of all CA&M costs related to results/outcome achieved.
Responsibilities
Driving Processes for Goals & KPIs
- Drive the customer activation goal process for the region to set customer centric, measurable and clear targets & KPIs related to customer base and customer experience, loyalty, brand development, performance media revenue & traffic
- Collaborate with Global Marketing Controller & Global CRM around goals setting process – and with regional team key stakeholders to follow up on KPIs
- Align customer goals with financial goals
- Lead budget process related to customer activation – media spend, content costs, production costs, agency fees & other posts related to tools and the team - all costs in relation to results achieved, making sure the function deliver on set goals
Supporting and Coordinating Processes for Analysis & Follow Up
- Support follow-up on spend, performance, investment priorities for all countries in region
- Support and coordinate discussions regarding trade-offs related to media, production and research budgets
- Analyze data to identify trends, patterns, and key insights.
- Coordinate with Strategy & Planning, PR and Content Operations to follow up on costs and performance of brand & sales activation campaigns
- Coordinate with Insight Analysts to follow up on performance of customer base and customer/brand experience
- Support business case development connected to investment to Head Office to secure efficiency connected to investments and enable decision making
- Lead the updated KPI scorecards in line with regional and global reporting cadence via close cooperation with relevant analyst roles within CA
- Use data to identify trends, make data-driven decisions and continuously optimize media campaigns and investments, using tools like Google Analytics, advertising platforms and other data analysis software.
External Partnerships
- Supports regional/local procurement processes for agency contracts, partnerships etc (when applicable)
- Follow up with agencies on cost control & invoice handling
Key Requirements
- University Business degree - or if not, at least 3 years of working experience in a Business Controller role preferably in marketing, media and/or CRM in agency or retail company
- Have experience from following up on goals, KPIs and media budgets
- Meriting with competence withing digital/tech and omni ways of working
- Good understanding of retail KPIs from a customer, sales and/or media perspective
- High analytical ability
- Structured, organized and efficient
- High level of English
- Strong informal leadership skills
- Excel wizard
