Job Description

WHAT YOU’LL DO

Customer and CRM Analyst

We are looking for a Customer and CRM Analyst to join our team. This role is central to transforming customer data into actionable insights that enhance engagement, retention, and business growth.

Key Responsibilities:

Customer Data Analysis: Work with large datasets using BigQuery/SQL, GCP tools and Python to uncover customer behavior patterns and generate insights. Create visualizations and reports to support strategic decisions.CRM Strategy Implementation: Collaborate with cross-functional teams to implement and optimize CRM strategies using data-driven insights aligned with global frameworks.Customer Journey Optimization: Analyze customer journeys and identify opportunities to improve experiences using CRM tools and analytics.Performance Tracking: Monitor Customer & CRM KPIs, including retention and Customer Lifetime Value (CLV), and provide robust, data-backed recommendations.Diagnosis & Target Setting: Take ownership of monitoring and interpreting key KPIs related to customer engagement, retention, and value. Track customer behavior trends, segmentation shifts, and market dynamics to guide strategic planning and set data-driven, growth-focused goals.

WHO YOU’LL WORK WITH​

You will collaborate closely with:

Within the team Insights & Analytics.The Customer Activation & Marketing team, including Strategy & Planning and Membership.Regional Digital Team and MerchandisingGlobal Insights & Analytics teams

WHO YOU ARE

We are looking for people with...:

Degree in a quantitative field (e.g., Mathematics, Statistics, Engineering, Data Science, Economics).3+ years of experience in analytics or data science. Knwloedge in CRM & Loyalty is required.Strong command of  SQL, BigQuery and GCP tools; experience with Python  is highly valued.Data Visualization: Experienced in creating dashboards and reports using Power BI.Proven ability to translate complex data into clear, actionable business strategies.Experience with CRM platforms, customer journey mapping, and omni-channel customer behaviour.Excellent communication skills and a collaborative mindset.

And people who are...

Strategic Insight & Influence: Skilled at translating insights into actionable strategies and driving recommendations across cross-functional teams.Communication: Strong communicator with the ability to present complex findings clearly to stakeholders.Project Management: Detail-oriented and adept at managing multiple projects and deadlines.Customer Experience: Solid understanding of customer journey mapping and experience principles.Collaboration: Proven ability to build strong relationships across diverse business functions.Digital & Omni Competence: Valuable experience in digital, tech, and omni-channel environments.

WHO WE ARE​

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.​

We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future. ​

WHY YOU’LL LOVE WORKING HERE ​
At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe. ​

25% Staff discount on all our H&M Group brands, both in stores and online (H&M, COS, Weekday, Monki, H&M HOME, & Other Stories and ARKET).​H&M Incentive Program (HIP) – a global program rewarding long-term dedication.Development Opportunities: Access to career growth within the H&M Group, with opportunities both locally and internationally

JOIN US​

Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.​

Take the next step in your career together with us. The journey starts here.​

We are committed to a recruitment process that is fair, equitable, and based on competency. We therefore kindly ask you to not attach a cover letter in your application.Please submit your CV in English.

​En el marco de nuestro Plan de Igualdad, en H&M promovemos la igualdad real de oportunidades entre mujeres y hombres en todos los procesos de selección y desarrollo profesional.