Customer & CRM Analyst, Region Central Europe (m/f/d)

Job Description

As a Customer & CRM Analyst for Region Central Europe , you will be responsible for analyzing customer data and support the CRM agenda, ensuring an effective utilization of CRM data to enhance customer relationships, improve customer experiences, and drive business growth.

Your role involves overseeing data management and collaborating with cross functional teams to leverage customer data for targeted marketing campaigns and personalized customer interactions cross paid and owned media activities.

You will play a key role in optimizing customer engagement, retention, and loyalty through the effective use of CRM tools and analytics.

Key responsibilities :

CUSTOMER DATA ANALYSIS

• Utilize and analyze CRM data to gain insights into customer behavior, preferences, value development, and interactions with the company.
• Analyze and visualize customer data to identify trends and opportunities to optimize customer engagement and satisfaction.

CRM STRATEGY IMPLEMENTATION

Collaborate with marketing and sales teams to support the development and implementation of CRM strategies aligned with business goals.

CUSTOMER JOURNEY OPTIMIZATION

Utilize global frameworks to analyze and drive customers through the customer journey and identify opportunities for improving customer experiences and engagement together with cross-functional teams.

PERFORMANCE TRACKING

Track key performance indicators (KPIs) related to CRM activities, such as customer retention, customer lifetime value (CLV) and engagement metrics, to identify opportunities to reach our target customers better and drive incremental sales.

DIAGNOSIS AND TARGET SETTING

Work together in the team to identify how we are tracking towards long-term goals and why / why not we are performing, -.

Specifically responsible for understanding the health of the customer base and how that feeds into the overall diagnosis.

Use these insights to support the strategic direction and set new long-term goals.

Qualifications

To be successful in the role as Customer & CRM analyst , we believe you have strong customer 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.

Additionally, you are driven by turning insights into actions and present your findings and recommendations in a clear way to stakeholders across functions.

You enjoy working on a strategic level as well as hands-on with data and visualization to perform your analyses and reporting.

What you need to succeed :

• Bachelor's degree in Marketing, Business Analytics, Economics, or a related field. An advanced degree or relevant certifications are advantageous.
• Proven experience (typically 3+ years) in CRM management, customer analytics or related roles.
• Self-motivated, result oriented problem solver with strong business sense to be able to put insights into the right context.
• Knowledge, skills, and interest in business and customer analysis, combined with an understanding of customer journey mapping and customer experience principles.
• Excellent communication and presentation skills to convey analysis findings and recommendations effectively, along with the ability to translate insights into actionable strategies, support cross-functional teams in decision-making, and drive recommendations through to key stakeholders.
• Meriting competence within digital / tech and omni ways of working.
• Proficiency in data analysis and reporting tools, with experience in analyzing and manipulating large data sets using querying languages (SQL) based on GCP, Redshift, or SAS, along with knowledge of visualization tools like Power BI, Tableau, or Looker.
• Experience with Python and R would be very welcome but is not a must have.

Additional Information

This is a fulltime position, starting as soon as possible. The role is a hybrid role, based in Region Central Europe.

If you feel that your experience, skills, and ambitions are a match for this role, please send your application as soon as possible, latest by 2

Due to data policies, we only accept applications through Smart Recruiters.

We look forward to receiving your application!

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 .

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 .