Loyalty Lead Mx Co Ec

hace 2 semanas

Colonia Lomas de Chapultepec, México H&M A tiempo completo

Descripción de la empresa
**Do you want to join H&M on a journey, by acting in line with our values, having the right mindset and leadership? If you are a true team player that would like to contribute to added customer value, a strengthened brand, and increased selling by ensuring a strong customer insights-driven - join us and take part in setting how we contribute to H&M’s business success.**

Descripción del empleo

The Loyalty Lead MX/ CO /EC will contribute to added customer value, a strengthened brand, and increased selling by ensuring a strong customer insights-driven Loyalty function in the Sales Markets. The role will work towards aligned and cross-functional goals, taking part in driving omni sales performance and customer centricity. The role will drive the Loyalty program goals forward and support customer and sales linked activities in collaboration with the commercial teams, the Sales teams, and the Regional Loyalty & CRM Manager, and according to H&M values, standards, policies, and procedures.

This position is based in México City within our Customer Activation & Marketing function, and reports to CX Operations Manager in Sales Market MX / CO / EC.

**Key Responsibilities include**:
**Drive Loyalty Engagement and Support Sales Activities**
- Adapt regional Loyalty strategies and tactics for the local markets and take part of commercial team execution to meet defined KPIs, drive customer base growth, and increase CLTV. Partner closely with the Regional Loyalty & CRM Manager to secure strong understand of Loyalty program goals and vision
- Manage the planning, set-up, and execution of Loyalty rewards across all channels, with focus on implementing rewards that engage our most valuable customers
- Partner with Regional Loyalty & CRM Manager to determine partnership strategy that is most appropriate for local markets, and take ownership over all aspects of set-up
- Implement and follow up on the local activity plan to secure a consistently strong and relevant customer offering towards Members
- Contribute to Loyalty KPI follow-up process and share learnings from activities / activations

**Collaboration & Partnership**
- Serve as the key Loyalty Program Point of Contact for local functions, Customer Service, and Store teams in the support of day-to-day operations and issue resolution
- Build awareness, secure training, and motivate staff and other functions in regard to our Loyalty program. Serve as senior and vocal leader within the organization to highlight the value of Loyalty program / Members on a day-to-day basis
- Take part in meetings and discussions initiated by Regional and Global teams
- Support the implementation and continuous improvement of the Loyalty program by sharing local insights with the Regional Loyalty & CRM Manager, Global, and Business Tech / IT
- Partner with the full sales market team, including E-Commerce and Store Commercial to enhance cross-channel customer activation tactics

**Requisitos**:
**Besides your personality we see that**:

- Bachelor’s degree in Business, Economics, Marketing, or equivalent
- 2+ years’ experience in Retail, Merchandising, E-Commerce, Marketing, or Customer Insights
- Experience with CRM and/or Loyalty programs
- Experience working in executional and cross-functional role (across teams and geographies)
- Experience within digital/tech and omni ways of working preferred
- Commercial mindset and customer-first focus
- Results driven and high accountability / ownership
- Willing to learn and share learnings with full organization
- Strong communication
- Proficient in Excel and Powerpoint
- Experience with AEM preferred, but not required
- ** Fluent in English**

Información adicional

We believe in a culture where we succeed as one team. At H&M the opportunities to grow are endless, either within your expertise area or by strengthening your leadership skills. And we encourage you to grow with us - by developing your own skills and together as a team create the best customer experience there is. So, bring out the entrepreneur within yourself and join our journey

**Do you think we are a match? We hope so**

We are looking forward to hearing from you

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