Loyalty Program Lead

At H&M, our purpose is to liberate fashion for the many. We want to shape a new world in Fashion. A world with one ultimate goal: to unleash your self-expression. As an H&M colleague, you’re encouraged to be yourself & more. You’ll take on new responsibilities from day one, learn skills for life, and find new ways to make your big dreams come true.

Our company is committed to fostering a culture of inclusion and belonging, and we actively seek colleagues who share our commitment.

As a Loyalty Program Lead in the Customer Activation and Marketing function, you contribute to added customer value, a strengthened brand, and increased selling by securing a strong customer insights-driven Loyalty function in the region. You drive Loyalty program goals forward and support customer and sales focused activities in collaboration with the Sales teams and the regional Loyalty Program Manager, and according to H&M values, standards, policies, and procedures.

This hybrid role reports into our Loyalty Program Manager and is based out of New York, NY or Mexico City, Mexico.

A Day in the Life

Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities*

• Translate regional Loyalty program strategies and focuses into direct actions for each sales market, and partner closely with various functions to meet defined KPIs, drive customer base growth, and increase CLV through hands-on execution

• Responsible for growing Member acquisition, engagement, and retention. Implement and follow up on local activity plans, including rewards, giveaways, and events to secure consistently strong, relevant, and brand-appropriate offerings

• Collaborate with regional Loyalty Program Manager to determine partnership strategy that is most appropriate for each sales market and take ownership over all aspects of executional set-up

• Support the Digital and Content Operations teams to manage the planning, set-up, and execution of Loyalty rewards across all channels. Partner with various teams within the OST to enhance Member-activating tactics across stores, online, and media channels

• Serve as key POC for Omni Sales Team, Store Operations, Customer Service, and store teams to support day-to-day operations and issue resolution. Build awareness, secure training, and motivate staff in regards to Loyalty program, serving as vocal leader within the organization to highlight value of Membership

• Support continuous improvement of the Loyalty program by sharing local insights with Global Customer Activation and Business Tech

Who You Are:

• Bachelor’s degree in Business, Economics, Marketing, or equivalent

• 5+ 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, motivational, and leadership skills

• Proficient in Excel and Powerpoint

• Experience with AEM preferred, but not required

• Inclusive, positive, open to feedback, willing to multitask and learn on the job

Why You’ll Love Working at H&M

• We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability

• We pride ourselves on being a values-driven organization, guided by our 7 unique values that have been part of our success story for over 75 years

• You’ll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleagues

• We are an inclusive company where you’re encouraged to be yourself at work

• You will have access to a large global talent community, where career growth and aspirations have no limits

• We believe in supporting your overall wellbeing and offer comprehensive benefits inclusive of health insurance, wellness and family support programs, company match 401k, paid leave programs, and paid time off, including a community day to serve your local community

• You’ll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS

Compensation: salary range is $98,957 - $111,326 annually**

• This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company’s discretion.

**H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.

EEOC Code: PRO