Customer Activation Business Controller

at  HM

Company Description
Do you want to join H&M on a journey where we will focus on elevating the full H&M experience in the eyes of the consumers through Product, Experience and Brand, guided by our Brand Plan?
In the last few years, with Regionalisation and Omni Regionalisation, we took important steps to become more customer centric, gaining speed and regional relevance and upgrading our omni customer experience. Now, we in Region North Europe are taking next steps to accelerate towards our direction by streamlining our ways of working and reshaping our operations. Our colleagues play a key role achieving our ambitions, delivering our goals, and creating value for our customers. With clarified roles and responsibilities, we continue to execute with speed and adapt to the changes in the world around us.

DO YOU WANT TO BE PART OF MAKING US SUCCEED? THIS MIGHT BE A FANTASTIC OPPORTUNITY FOR YOU.

Job Description
As the Customer Activation Business Controller, you contribute to added customer value, a strong brand and increased sales by managing the goal setting, follow up and KPIs of the Loyalty & Customer base, Customer experience, Brand & Media for the region. You work towards aligned and cross-functional goals, driving omni sales performance and customer centricity in all parts of your work. You drive the Budget process and follow-up of all Customer Activation & Marketing costs related to results/outcome achieved. You will be part of Region North Europe team which includes Sweden, Denmark, Finland, Iceland, Norway, UK & Ireland.

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 experience, loyalty, brand development, performance media revenue & traffic.
• Collaborate with Global Marketing Controller & Global CRM around goals setting process – and with regional team key stakeholders to follow up on performance.
• Lead budget processes 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.
• Support follow-up on spend, performance, investment priorities for all countries in the region.
• Coordinate with the Strategy & Planning, PR & Communications, and Content Operations teams to follow up on costs and performance of brand and sales activation campaigns.
• Coordinate with Insight Analysts to follow up on costs and performance of customer base and customer/brand experience, and media analyst where relevant.
• Support business case development connected to investment to Head Office to secure efficiency connected to investments and enable decision making.
• Supports regional/local procurement processes for agency contracts, partnerships etc.
• Follow up with agencies on cost control & invoice handling.

Qualifications
Being part of our journey means there is not one clear path. We ask you to be open to change and take part in creating an organization for the future. This is an opportunity for open-minded team players that by being curious, innovative, and forward-thinking want to change our business and the whole industry.
Additionally, you have strong commercial focus and are insight and data driven, with proven ability to drive results and work towards goals. An experienced Business Controller who understands customer centric KPIs, marketing and research costs, including related results and outcome, media budgets and reporting structures. You can connect and interact with different functions to drive goals and KPIs to grow Brand, Sales and improved Customer experience

COMPANY DESCRIPTION

H&M is a fashion brand that offers the latest styles and inspiration, from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is fashion & quality at the best price in a sustainable way. Learn more about H&M here

• Drive the customer activation goal process for the region to set customer centric, measurable and clear targets & KPIs related to customer base and experience, loyalty, brand development, performance media revenue & traffic.
• Collaborate with Global Marketing Controller & Global CRM around goals setting process – and with regional team key stakeholders to follow up on performance.
• Lead budget processes 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.
• Support follow-up on spend, performance, investment priorities for all countries in the region.
• Coordinate with the Strategy & Planning, PR & Communications, and Content Operations teams to follow up on costs and performance of brand and sales activation campaigns.
• Coordinate with Insight Analysts to follow up on costs and performance of customer base and customer/brand experience, and media analyst where relevant.
• Support business case development connected to investment to Head Office to secure efficiency connected to investments and enable decision making.
• Supports regional/local procurement processes for agency contracts, partnerships etc.
• Follow up with agencies on cost control & invoice handling