Customer Activation

3 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 goal setting, follow-up, and KPIs for 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 aspects of your work. Your responsibilities will include managing the budget process and follow-up of all CA&M costs related to results/outcome achieved.

You will be an exceptional Business Controller, understanding customer-centric KPIs, marketing and research costs, including related results and outcome, media budgets, and reporting structures. You will have a strong commercial focus and be insight and data-driven, with a proven ability to drive results and work towards goals.

Key Responsibilities

  • 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.
  • 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, ensuring the function delivers on set goals.
  • Coordinate with cross-functional teams to follow up on costs and performance of brand & sales activation campaigns, customer base, and customer/brand experience.
  • Support and coordinate discussions regarding trade-offs related to media, production, research budgets, and regional/local procurement processes.
  • 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 this role, you should have a strong commercial focus and be insight and data-driven, with a proven ability to drive results and work towards goals. As an experienced Business Controller, you should understand customer-centric KPIs, marketing and research costs, including related results and outcome, media budgets, and reporting structures.

What You Need to Succeed

  • Bachelor's degree in Business or relevant qualifications, or at least 3 years of working experience in a Business Controller role, preferably in marketing, media, and/or CRM in an agency or retail company.
  • Strong analytical ability and understanding of retail KPIs from a customer, sales, and/or media perspective.
  • 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.
  • Experienced working in an international environment managing teams across complex setups, multiple locations, and familiar with digital/tech and omni ways of working.
  • Effective collaborator with strong stakeholder management and communication skills.

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