Job Description

We are looking for a professional with very strong strategic thinking and data analytics experience to join our Customer Insights and Analytics team. In this role, you will work towards driving omni sales performance and customer centricity.  By helping H&M better understand the shopping patterns and behaviors of our customers across multiple markets, you will utilize the data from our Customer Loyalty channel and draw conclusions as well as make recommendations around actions to improve our customer retention, customer service relationships, and sales. 

This position is based in New York, NY within our Customer Activation & Marketing function, and will report to the Analytics Manager. 

Core Responsibilities include but are not limited to: 

Customer Base Analyses 

• For Americas region, responsible for supporting the reporting and analysis of CRM customer and campaign data, focusing on insights and actions & strategies that drive acquisition, retention, and activation 

• Utilize global repots, frameworks and segments to do your analyses or build custom reporting to develop deep understanding of the customer 

• Translate complex sets of customer, sales, and marketing data into meaningful insights across multiple markets include US, CA, and MX; share learnings and actionable recommendations to stakeholders at all levels across the organization in an effective way 

• Create, scope, and execute strategic projects that apply advanced analytics and experimental design to answer key questions about customer behavior and engagement  

• Enjoy working on strategic level as well as hands on with coding (e.g. customer cube, SQL, SAS, DAX) to query CRM data and provide data support and analysis for various CRM projects, both ad hoc and strategic

Setting Customer Strategy 

• Identify key existing and potential customer segments, develop strategies to drive customer loyalty and spend by analyzing multiple data sources, both quantitative and qualitative 

• As part of routine follow-up as input to commercial teams, analyze and prepare customer and sales data leveraging data visualization tools including custom Power BI reporting to provide customer insights and recommendations  

• Develop and conduct A/B testing and analyze customer behavior, providing conclusions and recommended activation strategies to re-engage our customers 

• Develop campaign response analysis including determining sales lift, engagement and ROI associated with each program to inform and optimize marketing strategies, customer engagement and lifetime value

Collaboration with Global & Other Regional Teams 

• Be the expert in all customer data sources and primary responsible for staying up to date on all customer database updates from global; partners with global counterparts to resolve data discrepancies and identify opportunities for changes data logic 

• Partner with global counterparts (e.g. Loyalty and Customer Insights teams) to access data, share learnings/ways of working, and collaborate on global tests and rollouts 

• Share insights with other markets and regional teams

Qualifications

What You’ll Need to Succeed: 

• Bachelor’s degree in Economics, Finance, Marketing, or Statistics preferred 

• Masters’ degree in data or analytical field, or MBA, preferred 

• 5-7 years of Digital, Marketing, or CRM analysis experience preferred 

• Exceptional analytical and quantitative problem-solving skills 

• Proficient in Customer research analysis 

• Ability to serve as a consultant when necessary 

• Experience working with cross-functional, matrixed organizations. 

• Ability to work independently in ambiguous environments. 

• Technologically savvy 

• Advanced Microsoft Excel, PowerPoint, and Word capabilities  

• Expert working knowledge of Power BI, SQL, Tableau, or Cognos in analyzing large retail datasets, both structured and unstructured 

• Expert at data translation for all audience, including C-suite and senior management  

• Proficient in MS Office Suite, Outlook & Internet applications

Job Status: Salary, Exempt 

EEOC Code: PRO 

#hybrid

Additional Information

Compensation:

Salary Range is $110,500 - $152,000 annually**

Benefits:

H&M believes in rewarding our employees for their many contributions to our shared success. That’s why we offer a full range of inclusive benefits that enable wellness, both in and outside of work.  We pride ourselves on being a do-good company and we have a comprehensive benefit package that matches that ambition.  Please note, benefits may have eligibility requirements based on employment status.

We offer: 25% Staff Discount - Medical, Pharmacy Vision and Dental Coverage – Employee Assistance Program - Vacation, Wellness, Holiday and Parental Pay – 401K – Commuter Benefits, Health and Dependent Care FSA. Plus, additional Voluntary Benefits.

Our Career site will have more details, click on Benefits at career.hm.com

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

**H&M, in good faith, believes that this posted range of compensation is the accurate range for this role at this 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.

All your information will be kept confidential according to EEO guidelines.