Loyalty Business Expert

Job description

As a Loyalty Business Expert at our Global Marketing department, you will play a key role in developing H&M’s global loyalty program and translating our loyalty strategy into relevant and engaging experiences for our members. You will work across functions, markets and channels to develop loyalty initiatives and ensure that the membership proposition comes to life in a clear, relevant and consistent way for our customers.

You will combine customer and commercial thinking with strong cross-functional collaboration, turning opportunities and customer needs into concepts, recommendations and business requirements.

WHAT YOU’LL DO

You will: Develop and evolve loyalty initiatives, benefits, partnerships and member engagement activities, translating loyalty strategy and objectives into actionable concepts, recommendations and business requirements. Lead loyalty initiatives from strategy to delivery, defining success measures, monitoring performance and turning insights and learnings into improvements. Identify opportunities to strengthen member engagement, customer identification, retention and business impact, working closely with Loyalty Analysts and other relevant business teams Ensure loyalty is effectively integrated and communicated across member journeys, marketing communications and customer touchpoints.

Represent Loyalty in relevant planning and development forums, partnering with CRM, Digital, Retail, Brand, Marketing Steering, Commercial and Tech teams to prioritise and bring initiatives to life. Bring an outside-in perspective on loyalty, membership and customer engagement trends, assessing opportunities for H&M based on relevance, feasibility and clear business rationale.

Qualifications

WHO YOU ARE

We are looking for someone who combines strategic and commercial thinking with a strong ability to make things happen in a complex, cross-functional environment. We are looking for people with.. Around five years of relevant experience within loyalty, membership, CRM, personalisation, digital customer experience, e-commerce, marketing or another customer-focused commercial field. Experience developing customer propositions, journeys or customer-facing experiences and translating them into clear concepts, marketing communication, requirements or guidelines.

Experience working across brand, marketing, content and digital or physical customer touchpoints is highly relevant. Experience supporting multi-market launches or rollouts and developing scalable guidelines for how customer propositions come to life across channels is an advantage. Experience working in a global, cross-functional organisation and collaborating across markets and central functions is beneficial. Previous experience in loyalty or membership is an advantage.

Strong transferable experience within customer engagement, CRM, personalisation, brand or digital proposition development can be equally relevant. And people who are... Customer-focused and commercially minded, with a strong understanding of how customer propositions translate into engaging customer experiences. Structured and comfortable navigating ambiguity, with the ability to turn complex customer and business needs into clear recommendations, concepts and priorities.

A strong collaborator and stakeholder manager who can build alignment across functions, markets and different areas of expertise. Comfortable moving between strategic questions and hands-on development of initiatives. Curious and proactive, with an outside-in perspective and an interest in how loyalty, membership and customer engagement continue to evolve.