Customer Activation

4 weeks ago

Bengaluru, Karnataka, India H&M Group Full time
Job Description

As a Customer Activation & Marketing Controller at H&M Group, you will play a crucial role in driving customer value, brand strength, and sales growth by managing the goal setting, follow-up, and KPIs of the Loyalty & Customer base, Customer experience, Brand & Media for the region. You will work towards aligned and cross-functional goals, driving omni sales performance and customer centricity in all parts of your work, and drive the budget process and follow-up of all CA&M costs related to results/outcome achieved.

Key Responsibilities
  1. Drive the customer activation goal process for the region to set customer centric, measurable, and clear targets & KPIs related to customer base and customer experience, loyalty, brand development, performance media revenue & traffic.
  2. Lead the budget process related to customer activation – media spend, content costs, production costs, agency fees & other posts related to tools and the team – all costs in relation to results achieved, making sure the function deliver on set goals.
  3. Coordinate with cross-functional teams to follow up on costs and performance of brand & sales activation campaigns, customer base and customer/brand experience.
  4. Support and coordinate discussions regarding trade-off related to media, production, research budgets and regional/local procurement processes.
  5. Analyze data to identify trends, make data-driven decisions, and continuously optimize media campaigns and investments, using tools like Google Analytics, advertising platforms, and other data analysis software.
Qualifications

To be successful in the role as CA&M Controller, you should have strong commercial focus and be insight and data driven, with proven ability to drive results and work towards goals. As an experienced Business Controller, you understand customer centric KPIs, marketing and research costs, including related results and outcome, media budgets, and reporting structures.

What You Need to Succeed
  1. Business degree/relevant qualifications – if not, at least 3 years of working experience in a Business Controller role preferably in marketing, media, and/or CRM in agency or retail company.
  2. Strong analytical ability and understanding of retail KPIs from a customer, sales, and/or media perspective.
  3. Structured, organized, and efficient in setting and managing large budgets related to achieving clear targets & KPIs related to customer base and customer experience, loyalty, brand development, performance media revenue & traffic.
  4. Experienced working in an international environment managing teams across complex set up, multiple location, and is familiar with digital / tech and omni ways of working.
  5. Effective collaborator with strong stakeholder management and communication skills.

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