North America Customer Experience Project Manager

Company Description

As one of the world’s largest fashion companies with more than 171,000 employees worldwide, H&M is an exciting and dynamic place to pursue a career within the fashion industry. Our business concept is to offer fashion and quality at the best price in a sustainable way and with our fast expansion we are always looking for new talents. Would you like to be part of our team?

Job Description

:  The CX Operations Project Manager for Sales Market North America (US / CA)  will contribute to added customer value, a strong brand, and increased sales through project management of critical initiatives within the Customer Activation & Marketing organization.  The role will work towards aligned and cross-functional goals, driving omni sales performance and customer-centricity.  The role is responsible for successfully leading and implementing all decided projects within the sales market, ensuring that all project deliverables are met on time.

This position is based in New York, NY Support Office within our Customer Activation & Marketing function, and reports to our NA  CX Operations Manager.

Core Responsibilities includes but is not limited to:

Project Management

• Accountable for the successful completion of critical operational projects within the sales market, including store openings / rebuilds / closures, Business Tech tests or roll-outs, global or BU-specific tests, and communications projects or events
• Ensure alignment on goals, deliverables, and milestones with all relevant counterparts and stakeholders
• Partner with cross-functional teams to feed in relevant learnings / insights to optimize projects
• Involve relevant parties and clearly lay out responsibilities to meet project deliverables
• Lead, inform, and motivate project team
• Participate in sourcing of and negotiations with creative talent and services if needed / relevant
• Communicate consistently to CX Operations Manager to secure right priorities and resources

• Strengthen and protect H&M by ensuring that H&M brand guidelines and policies are met

Reporting and Follow Up

• Set, follow up, and report on KPIs and objectives connected to project responsibility, clearly demonstrating impact on customer value, brand health, and sales / profitability

• Strive to reach and engage our customers in all touch points by ensuring a close customer approach

• Partner with Regional CA&M Controller to review and process all invoices associated with projects
• Find opportunities to strengthen cross-functional collaboration within CA&M team

What You’ll Need to Succeed:

• Bachelor’s degree in Marketing, Communications, Business, or equivalent
• 7+ years of experience in Retail, E-Commerce, Merchandising, Marketing, or PR / Communications
• 3+ years of experience in a project management role in both the physical and digital channels
• Experience collaborating with marketing and PR agencies
• Competence within digital/tech and omni ways of working preferred
• Proven track record of delivering strategies and solutions that drive business results
• Strong accountability and ownership
• Highly organized, structure, and process-driven
• Knowledge of setting and following up on KPIs to demonstrate return of investment
• Solid understanding across marketing, communications, and retail disciplines
• Customer-centric approach and ability to deliver omnichannel solutions
• Ability to lead and align cross-functional teams to deliver on shared goals
• Strong verbal and written communication skills
• Highly proficient in Microsoft Office – Word, Excel, and PowerPoint
• Up to 15% of domestic and international travel required

Job Status: Salary, Exempt

EEOC Code: PRO

Qualifications

Compensation:

Hiring Range is $112,811 - $126,912 annually

This role is eligible for an annual company performance-based bonus

Benefits:

H&M believes in rewarding our employees for their many contributions to our shared success. That’s why we offer a full range of inclusive benefits that enable wellness, both in and outside of work.  We pride ourselves on being a do-good company and we have a comprehensive benefit package that matches that ambition.  Please note, benefits may have eligibility requirements based on employment status.

We offer: 25% Staff Discount - Medical, Pharmacy Vision and Dental Coverage – Employee Assistance Program - Vacation, Wellness, Holiday and Parental Pay – 401K – Commuter Benefits, Health and Dependent Care