Regional Insight Analyst (CRM & Loyalty) for Eastern Europe

Company Description

H&M is on an exciting journey towards being more customer-centric company, meeting the ongoing industry changes, by exceed our customers’ needs.  We continue to develop our organization to be more effective and - as a part of that process – we are introducing the Customer Activation & Marketing Team in Region East Europe.

Customer Activation & Marketing Team is a function comprised of different competences - from media relations, customer insights, experience operations and loyalty - working together in a synergy to implement a locally relevant seamless customer experience. This will empower us to create a truly customer focused omni organization.

Region East Europe is one of the 10 regions within the H&M Group and has its headquarters in Warsaw, Poland. The Region portfolio consists of more than 500 stores across 19 markets divided into 2 Sales markets – Sales Market Poland and Sales Market Greece. Here you may expect to explore diverse, dynamic, ever changing and creative environment – as a great place for professionals who are passionate about business, great leaders and fun people enjoying life!

Job Description

As a Regional Insight Analyst for CRM & Loyalty, you work as a part of Regional Customer Insight & Engagement Team - team contributing to added customer value and strong brand through analyzing the customer base and loyalty development in our Region. Your role takes an active part in the commercial activities, building CRM & Loyalty strategies and turning them into actions and results. You use global reports, frameworks and segments to do your analyses and to provide a solid understanding of your region’s customers to your colleagues. You are the person identifying growth opportunities in customer relation field and proactively bringing commercial ideas.

KEY RESPONSIBILITIES:

• Analyzing and creating insights of our omni customer base, segments and life-cycle development in Region East Europe
• Identifying (existing and new) customer segments with potential to increase customer engagement and loyalty, sales or profitability
• Sharing recommendations on commercial actions and giving input to strategic decision on CRM and loyalty
• Educating teams on the region’s customer base composition and development to create a common understanding of customer behavior and growth opportunities
• Performing ad-hoc customer analyses on a local/regional level and creating additional reports when necessary, to support all key functions you collaborate with (customer engagement, loyalty, sales, merch)
• Taking an active part in setting and following up customer base goals for the region in order to deliver value for both our customers and company (together with Business Controller for CA&M)
• Following-up on weekly customer activity, KPI’s, local / regional initiatives as an input to the regional commercial teams

Qualifications

We foresee that you can translate business requirements to customer analyses and present your insights and recommendations in a clear way to stakeholders across functions. You enjoy working on strategic level as well as hands on with coding (e.g., Customer Cube, SQL, SAS) and Data visualization to perform customer analyses and reporting. You act as an ambassador for the customer centric shift, have a growth mindset and encourage cross-functional collaboration.

Besides that, we see that you have:

• University Degree in statistics, economics, engineering, statistics or related field
• Experience in E-commerce field within the retail as strongly appreciated
• Experience working in SAS, SQL, or other programming as well as in PowerBI, Tableau or other data visualization tools
• High competence and interest withing digital/tech and omni ways of working
• Strong data management skills on customer analysis – analytical, structured, ability to synthesize information and draw conclusions
• Leadership capabilities and communication skills to get your message across and you have the drive to see them through

Additional Information

This is a full-time job located in Warsaw, Poland

Additionally, what’s in it for you:

• Meaningful work in one of the largest and best-performing global fashion brands
• Stable employment contract in an international company with a unique culture
• A fixed 25% discount on purchases in H&M for you and one member of your family
• Hybrid work model
• Sport card  
• Life insurance  
• Private health insurance  
• Access to eTutor language learning platform  
• Referral Program for external colleagues joining 
• Regular feedback from your manager and colleagues, so you can grow
• Extensive internal training and onboarding program
• Possibility of growing within the company (over 70% of our recruitment processes are internal)

…& more 

Sounds interesting? Here’s your chance for a career out of the ordinary! 

If you want to join our exciting journey and this fantastic team, please upload your resume (in English).

For more information about the company, please visit www.hm.career.com

H&M, as well as Region East Europe, is committed to create a Diverse & Inclusive environment and we actively look for candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability, or age.