Customer Insight Lead to H&M’s Global Marketing function

Customer Insight Lead to H&M’s Global Marketing function


Company Description

Do you want to drive a data-oriented and proactive way of working by providing actionable insights into H&M’s Marketing Agency? In this role you can develop, influence and make a real difference!
With over 171,000 colleagues from different backgrounds across the world, H&M group is dedicated to creating the best experience for our people as well as our customers. We share a value-driven way of working, based on a fundamental respect for the individual. Our shared values help create an open, dynamic and down-to-earth company culture where anything is possible and you can truly belong, being truly yourself.

Job Description

As an Insight Lead you are a part of the CRM & Loyalty department at the global Marketing function. The CRM & Loyalty department is responsible for retaining, engaging and activating customers wherever they are in the world. This is done through our world class loyalty program, CRM strategies, frameworks and targeting by utilizing data for analysis and insights to get to know, understand and engage our customers. You will collaborate with the rest of the CRM & Loyalty department, consisting of analysts, data scientists, customer strategists and project managers. The team works with sophisticated methods using a vast customer base with global reach.
As an Insight Lead you also belong to one or multiple Account teams within the Marketing Agency: Women, Men, Divided, Kids, Loyalty, Development or Identity. In your Account team you are part of a peer group of leads consisting of cross-competence experts such as Media Lead, Creative Lead and PR Lead who together with the Account Manager drives the strategic direction of the marketing Account team.
As an Insight Lead you will:
Analyze customer behavior within H&M’s segments and turn strategies into actions and results.
You need to be able to proactively and independently identify the needs of the company and handle ambiguity, while also securing that the goals of the team are met.
Lead, develop and implement the long-term global insights strategy for one of the Accounts/Business Units within the H&M brand.
Set account strategies together with peer leads, based on Business Units strategies and plans.
Collaborate with CRM, Loyalty, Marketing Analytics and Customer Selection teams to extract an in-depth customer view.
Fuel a data driven and proactive way of working by providing actionable insights into the Account.
Initiate and scope qualitative and quantitative tests to guide decisions and strategies.
Participate in setting the Account KPI structure and quantifying goals to enable follow-up by ensuring the tools necessary are developed and made available.
Conduct quarterly follow-up of the performance of your Account to seize potential and opportunities going forward.
Follow and share relevant external market and consumer insights.


We are looking for a self-motivated, results-oriented, analytical and a problem solver. You also thrive on driving business results through teamwork. Have the ability to communicate direction and strategy, prioritize and take decisions to reach goals. Besides your personality we see that you have:
Extended experience from senior marketing analytics/insight roles
Proven track record of developing customer and data strategies that drive results
Working knowledge of online, digital and social media analytics platform
You have strong communication skills both written and verbal that enable you to create engaging presentations and share complex messages in an impactful and pedagogical way.
Preferably have a degree in economics, statistics, engineering, strategic marketing and communications planning or related field.
Strong entrepreneurial spirit and passion for the customer: You impact how H&M builds relationships with our customers now and in the future.
Up to date with industry technology and trends.

Additional Information

Does this sound like you? Please upload your CV (English) as soon as possible but at the latest 19 th of September. Due to GDPR, we only accept applications through our career page. This is a fulltime, permanent position, based at our Head Office in Stockholm, Sweden. Start date as soon as possible.
We look forward to receiving your application!
We know that diversity is what makes us strong. Our teams should consist of great mix of people that share and combine their knowledge, experiences, and ideas. It leads to a positive impact on how we address challenges, what we perceive possible and how we choose to relate to our colleagues and customers all over the world.


  • Arbetsplats: H&M Group STOCKHOLM
  • 1 plats
  • Tills vidare
  • Heltid
  • Fast månads- vecko- eller timlön
  • Publicerat: 15 september 2021
  • Ansök senast: 15 oktober 2021


Liljeholmsstranden 5

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