As the Customer & CRM Analyst, you will be responsible for analyzing customer data and drive the CRM agenda, ensuring an effective utilization of CRM data to enhance customer relationships, improve customer experience and drive business growth. Your role involves overseeing data management, implementing CRM strategies based on Global guidelines and collaborating with cross-functional teams to leverage customer data for targeted marketing campaigns and personalized customer interactions across paid and owned activities. In addition, you will play a key role in optimizing customer engagement, retention, and loyalty through the effective use of CRM tools and analytics.

You have strong consumer and customer focus with proven ability to drive results and work towards goals. You are analytical and insight-driven and have a strong interest in customer, customer behaviour and how that impacts customer experience & engagement and future business value. As an experienced analyst, you enjoy working on a strategic level with data and visualization to perform your analysis and reporting, turning insights into actions and presenting your findings and recommendation in a clear way to stakeholders across functions.

Key responsibilities

• You optimize customer engagement and satisfaction with CRM data by identifying trends and opportunities by analyzing and visualizing customer data to gain insight into customer behavior, preferences, and interactions with the company.
• Drive customer acquisition and retention tactics by developing and implementing CRM strategies aligned with business goals using global CRM capabilities, collaborating with Strategy & planning and Omni Sales teams.
• Improve customer experiences and engagement together with cross-functional teams, utilizing global frameworks to analyze, identify and drive customers through the customer journey.
• You can identify opportunities to reach our target customers better and drive incremental sales by tracking KPIs related to CRM activities.
• Support the strategic direction and set new long-term goals with identifying how we are tracking performance, specifically understanding the health of the customer base and how that feeds into the overall diagnosis.

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To be successful in the role as Customer & CRM Analyst, you should have strong brand and commercial focus with proven ability to drive results and work towards goals. You are analytical and insight-driven and have a strong interest in customer, customer behaviour and how that impacts customer experience & engagement and future business value.

What you need to succeed:

• Marketing, market research or business degree/relevant qualifications.
• Strong analytical skills and proficiency in data analysis tools and statistical techniques.
• Self-motivated, detail and result-oriented problem solver with strong business sense to be able to put insights into the right context.
• Ability to translate insights into actionable strategies and support cross-functional teams in decision making with the ability to drive recommendations through to key stakeholders.
• Effective collaborator with strong stakeholder management and communication skills to convey analysis findings and recommendations.

Please click here for complete role description

This is a full-time position, reporting to the Customer Insights & Analytics Manager for India.

This position is based at the Support Office in Bangalore, Karnataka, India.

Apply by sending in your CV in English as soon as possible, but no later than  April 02, 2025. Due to data policies, we only accept applications through career page.

Global Benefits

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.

In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries

Inclusion & Diversity

H&M is a part of H&M Group. At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.

We strive to have a fair and equal process and therefore kindly ask you not to attach a cover letter in your application as they often contain information that easily can trigger unintentional biases.

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.