CX Implementation Lead, H&M Business Unit Womenswear

Company Description


Welcome to H&M! A workplace where you can be yourself & so much more!
We want to make it possible for everyone to look, feel and do good.
We take pride in our history of making fashion accessible to everyone and our ambition for tomorrow is to make fashion even more sustainable, inclusive, and welcoming.
Why work at H&M?
H&M is a workplace where you’ll join a global fashion family that combines teamwork with individual expression and gives you the challenges and opportunities that can help you learn, grow and succeed.
We believe that it’s when you mix and match different talents, experiences, and styles that the real magic happens. That’s why our teams are built with different personalities, talents and people from all kinds of backgrounds. If you are willing to learn, grow and help our customers and your colleagues, H&M will always be a place for you to both express your individuality and feel like you belong.
We also believe that you can’t change the world without great people on your side. So, we offer all our employees generous benefits, lots of learning opportunities and the possibility to start building a more long-term career. Bring your whole personality to work, stay as long as you want, and grow more than you ever thought was possible. Be yourself & more at H&M.




Job Description


Are you ready to be a key part of influencing our customer experience for our biggest customer group in all H&M digital & physical touchpoints worldwide? Do you have a passion for tech & fashion? We are now looking for an Implementation Lead within our Customer Experience (CX) function in Business Unit Womenswear.
In the role of Implementation Lead you will contribute to the strategic planning of CX development within Business Unit CX function as well as with CX & Sales and Business Tech to drive us forward. You will constantly contribute to alignment of direction and objectives between the BU and relevant product teams by giving input about what will create the biggest difference for our customers and business. The role also includes for you to implement tech developments in collaboration with product teams and the BU commercial team from start till end by creating clear plans and involving the right stakeholders. Continuously communicate progress, obstacles and actions needed, as well as potentially set new ways of working. Also, you will establish connections and build a strong network with all relevant product teams connected to the BU direction and customer experience vision and secure a super tight constant dialogue with the commercial team in the BU.
Your responsibilities include, but are not limited to:
Connects the dots to take us forward, from commercial conclusions in the team, to developments with the right stakeholders/product teams.
Stay up to date with competitors, market trends, customer behavior analysis and insights as well as commercial challenges to be able to give valuable input to product teams.
Follow the developments and progress of all relevant product teams connected to the Womenswear CX vision. Have a clear overview of the developments and continuously keep all necessary stakeholders within the BU updated on status and actions needed.
Be part of discoveries, workshops, iterations, MVPs, A/B tests etc and feed in commercial opportunities and customer insights to the process.
Constantly communicate to all team members about developments and findings in product teams that drives our whole CX function forward.
Secure that we follow up and understand key results of tech development.





Qualifications


We are looking for a person who has strong organizational and structural skills, you know how to gather and present information and summarize conclusions that are actionable in an ‘easy to understand’-way. You also value own responsibility, fast pace and straight forward communication and you are a connector and collaborator who builds trust and strong relationships.
We’d love to meet someone who:
Has minimum of 3 years’ experience of working as a project leader or similar role
You are strategic, customer focused and business minded with a high drive to achieve results and goals. You connect the dots and you take action.
Has experience of working with E-commerce
You have excellent communication skills – verbally, in writing and in presentations.
You are fluent in English both verbal and written.

What we offer you:
Womenswear Business Unit will offer you a fantastic team with high energy, super ambitious and great collaborators. We work hard and have a lot of fun on the way! We also give you an environment of much potential where we are breaking new grounds as a team constantly and find new opportunities to grow and develop our business. You will get a role in the centre of attention with a wide range of touch points in global Functions, Regions and colleagues from all over the world.




Additional Information


This is a full-time permanent position, starting as soon as possible, based at our head office in Stockholm.
If you feel that your experience, skills and ambitions are right for this role, please send your resume in English as soon as possible, but no later than the 28th of February. Due to GDPR, we only accept applications through our career page. H&M Group we strive to have a fair and inclusive recruitment process. We kindly ask you to not attach cover letter in your application as they often contain information that can easily trigger unintentional biases.
We look forward to receiving your application!